New Grad_Global Product Support Engineer_SBC & Database

    • Job Tracking ID: 512052-649617
    • Job Location: Ottawa, CAN
    • Job Level: Any
    • Level of Education: Any
    • Job Type: Full-Time/Regular
    • Years of Experience: Any
    • Starting Date: ASAP
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Job Description:

About Ribbon:

Ribbon Communications is a company with two decades of leadership in real-time communications. Built on world class technology and intellectual property, the company delivers intelligent, secure, embedded real-time communications for today’s world. The company transforms fixed, mobile and enterprise networks from legacy environments to secure IP and cloud-based architectures, enabling highly productive communications for consumers and businesses. With 64 locations in 27 countries around the globe, the company’s innovative, market-leading portfolio empowers service providers and enterprises with rapid service creation in a fully virtualized environment. The company’s Kandy Communications Platform as a Service (CPaaS) delivers a comprehensive set of advanced embedded communications capabilities that enables this transformation. To learn more, visit



Ribbon Product Support is looking for an enthusiastic and innovative individual to join its team of highly skilled engineers supporting Ribbon’s leading edge products. The team is responsible for resolving critical customer issues by working closely with R&D and assisting Tier 1 support organizations. The ideal candidate will enjoy working in a fast-paced, high-pressure environment on the leading edge of technology, working with some of world’s largest telephone carriers.  The right person will be one who is customer-focused, and passionate about solving problems.



The focus of the role will be to support Policy Server, Element management Systems & Session Border Controller on several Ribbon hardware & cloud platforms. Provide database support on those platforms.

  • Investigate and drive customer issues to closure within RibbonCare responsiveness guidelines.
  • Provide telephone, electronic, and on-site technical support assisting with product outage recovery and root cause analysis.
  • Work with all business functions (including Tier One and R&D teams) within Ribbon to drive resolution of customer issues
  • Prepare and/or review methods of procedures (MOP), solution articles for the internal and customers.

Experience and Skills:


  • Excellent verbal and written communication skills.
  • Excellent problem solving and troubleshooting skills
  • Self-motivated, customer-oriented and able to work effectively in a time critical environment
  • Ability to manage multiple tasks or issues in a dynamic environment.
  • Problem solving skills, self-organized, effective time management, service and customer oriented attitudes are required.
  • Must be a team player with the ability to work individually.
  • Knowledge of TCP/IP, routing protocols, network debugging and analysis.
  • Very good working knowledge of Linux/Unix shell scripting, perl, python and PL/SQL
  • Knowledge of database design, operations and management.
  • Knowledge of SIP protocol a plus.
  • Willing to learn new technologies; strong self-learning and self-motivation skills are required.
  • Software experience such as scripting, programming will enhance this candidature
  • Support on weekends and evenings for maintenance windows required on an ad-hoc basis.
  • 24/7 On call support required on a rotational basis.



  • University or College graduate in an Engineering discipline or equivalent, plus 0-2 years’ practical experience
  • Demonstrate a strong work ethic through academic achievement and Co-Op and/or Intern experience.
  • Working knowledge of Oracle/PostgreSQL database, restore replication & high availability solutions (Oracle Dataguard, Oracle RAC, Partitioning, Streams etc) is highly desirable.
  • Background and experience in telephony and signaling software would be an advantage