Technical Support Engineering Technical Specialist

Ribbon Communications (Nasdaq: RBBN) delivers communications software, IP and optical networking solutions to service providers, enterprises and critical infrastructure sectors globally. 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, and agility, including core to edge software-centric solutions, cloud-native offers, leading-edge security and analytics tools, along with IP and optical networking solutions for 5G.

ESSENTIAL FUNCTIONS

• 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

QUALIFICATIONS

• BTech. (CS/IT), MCA or equivalent experience.
• Knowledge of and demonstrated experience in one or more of the following areas of specialization is required:
  • VoIP protocols (SIP, H.323, MGCP, RTP/RTCP, H.248 etc.) and call flows.
  • L2, L3 (LAN/WAN) networking architectures and routing protocols. DNS, NAT, RADIUS, SNMP etc.
  • IP Telephony Architectures, Security and Quality of Service (MPLS/DiffServ).
• Strong understanding of Linux/Unix operating systems.
• Good understanding of cloud architecture (AWS, Azure, GCP, OpenShift etc.) and cloud related technologies.
• Understanding of IP Multimedia Subsystem (IMS).
• Excellent written and oral communication.
• Excellent troubleshooting skills.
• Understanding or experience of a CI/CD environment is desirable.
• Experience in supporting cloud native telephony applications will be a plus.
• Software experience such as scripting, programming will enhance this candidature.

Experience: 6-12 Years

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.'