Technical Support Engineering Sr. Technical Analyst (TECHSPT-EN-TP02)

    • Job Tracking ID: 512052-776743
    • Job Location: Bangalore, IND
    • 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 (Nasdaq: RBBN)

We deliver global real-time communications software and network solutions to service providers, enterprises, and critical infrastructure sectors. We engage deeply with our customers, helping them modernize their networks for improved competitive positioning and business outcomes in today’s smart, always-on and data-hungry world. Our innovative, end-to-end solutions portfolio delivers unparalleled scale, performance, agility and automation and includes optical and packet networking, core to edge IP solutions, UCaaS/ CPaaS cloud offers, and leading-edge software security and analytics tools.

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Position Summary:

  • Interface directly with customers via phone, email, and IM. 
  • Own customer reported trouble tickets filtered through tier 1 support organization and take them to resolution.
  • Analyze problem reports, replicated customer environment; reproduce customer issues in our lab.
  • Escalate issues / problems root caused as software defects in to Engineering organization as required. Work with Developers to resolve the situation, perform software upgrades
  • Must be available on-call

Experience and Skills:

  • BS or MS CS/EE or equivalent experience and 4+ years in product support engineering within telecommunications and/or data communications.
  • Must be familiar with carrier class networking and telephony environments with an emphasis on next generation IP services
  • Knowledge of and demonstrated experience in one or more of the following areas of specialization required: VoIP protocols (SIP, H.323, MGCP, RTP/RTCP), H.248, DNS, NAT, RADIUS, SNMP, LAN/WAN data networking architectures and routing protocols, IP Telephony Architectures and, Security and Quality of Service (MPLS/DiffServ).
  • Understanding of cloud environments (AWS, Azure, etc.) is desirable.
  • Strong understanding of Linux/Unix with considerable exposure to shell scripting.
  • Strong understanding of database (mysql, plsql)
  • Excellent organizational skills.
  • Excellent written and oral communication skills.
  • Software experience such scripting, programming will enhance this candidature.
  • Prior experience with Ribbon SBCs (formally Sonus SBC, 1K/2K) is desirable.