Customer Support Field Engineer

Location: Fort Lauderdale, FL

About Ribbon Communications

Ribbon Communications is a global leader in providing advanced communications software and network solutions. We enable businesses, service providers, and governments to build secure, reliable, and scalable communications networks. Our innovative solutions empower customers to thrive in the digital era by transforming how they connect, communicate, and collaborate. With a culture rooted in innovation, Ribbon offers cutting-edge technologies to solve the most complex network challenges, and we’re passionate about delivering best-in-class solutions to our customers around the world.

Overview

As a Customer Support Field Engineer (FE) at Ribbon Communications, based in Fort Lauderdale, FL, you will play a key role in the on-site implementation, commissioning, troubleshooting, and ongoing support of Ribbon’s packet optical networks. This hands-on role involves work in customer Network Operations Centers (NOCs), Points of Presence (POPs), and lab environments. You’ll be directly involved in hardware setup, including installing and configuring equipment racks, shelves, and other physical components, while ensuring a smooth network turn-up and integration.

This position requires the ability to perform physical labor, including lifting up to 75 pounds, stacking and connecting racks, and using test equipment in the field to commission and validate network functionality.

Key Responsibilities

• Network Verification: Conduct comprehensive testing and verification of network elements to ensure optimal performance.

• Provisioning Support: Assist with the provisioning of optical and data link elements.

• Fault Management: Provide expert, on-site troubleshooting and fault resolution to minimize downtime.

• Equipment Commissioning: Perform full commissioning of equipment, including racking, stacking, and cable management.

• Manual Labor & Installation Tasks: Lift and install shelves, stack and connect racks, and handle physical network hardware.

• Software Installation: Load and verify software updates to maintain network stability and performance.

• Test Set Usage: Use industry-standard test sets (GE, 10G, 100G, 400G, SONET, SDH) to validate performance and support fault isolation.

• Customer Training: Deliver informal, hands-on training to customers, helping them gain operational knowledge of their networks.

• Self-Sufficiency Support: Assist customers in becoming self-reliant with network operations and management.

• Technical Escalation: Act as the go-to person for technical escalations, working cross-functionally to resolve issues quickly and effectively.

Requirements

• Ability to lift and carry up to 75 pounds.

• Experience with manual hardware setup, including lifting shelves, racking and stacking equipment, and cable routing.

• Proficiency with packet optical networking technologies and client-side interfaces.

• Skilled in using test sets and validating network performance.

• Strong understanding of DWDM, flex-grid ROADMs, Layer 2 Ethernet, Layer 3 IP-MPLS, FCAPS, and network management systems.

• Familiarity with ASON, Unix/Linux, NFV, and SDN technologies is a plus.

• Bachelor’s or Master’s degree in Telecommunications, Computer Science, or related field.

• Minimum of 5 years’ experience in a customer-facing technical support role.

• Strong troubleshooting, fault isolation, and documentation skills.

• Ability to work independently and collaboratively in a fast-paced environment.

• Excellent communication skills in both spoken and written English.

• 75% travel required, including locations throughout the US and Alaska.

• Valid driver’s license.

Additional Skills

• Strong customer relationship management.

• Effective documentation and incident reporting via Incident Status Reports.

• Collaborative team player with a proactive, solutions-focused mindset.

Compensation & Benefits

• Base Salary: $90,000 to $100,000 per year

• Benefits: Comprehensive package including health, dental, and vision insurance

• 401(k): Competitive 401(k) with company match

Please Note:

'All qualified applicants will receive consideration for employment without regard to race, age, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, on the basis of disability, or other characteristic protected by applicable law.'

US Citizens and all other parties authorized to work in the US are encouraged to apply.