Technical Support Engineer

About Ribbon

Ribbon helps the world's leading communications service providers and enterprises embrace the next generation of communications technologies including , cloud-based communications (“Cloud”), Internet Protocol ("IP"), Session Initiation Protocol ("SIP"), Voice over LTE Long Term Evolution (“VoLTE”),  Voice over Internet Protocol ("VoIP"), Unified Communications ("UC"), Web-based Real Time Communications (“WebRTC”), Edge Computing, Software-Defined WAN (“SD-WAN”), Analytics, Communications Platform as a Service (“CPaaS”), Applications Programming Interfaces (“APIs”) and Embedded Communications. 

Location

Prague, Czech Republic

Position Summary

This position requires direct interaction with Ribbon customers and Channel partners as well as with various Ribbon teams. A Technical Support engineer is responsible to provide technical support for a subset of Ribbon's product portfolio via our customer portal (CRM), phone (MS Teams) and email to the worldwide customer and partner base. Good communication and time management skills are required. The company offers comprehensive benefits, including sport activities, above standard medical care and language courses (English, Czech for foreigners) etc.

• Direct interaction with customers

• International team supporting an international customer base

• Technical troubleshooting in cooperation with Product Support and R&D teams

• Work with cutting edge telecom platforms

• Access to our on-site lab for training and to replicate customer issues

Required Skills

• Experience with VoIP signaling and media transmission such as SIP

• Ability to troubleshoot and fix various technical problems

• Ability to read and analyze log files and network traces

• Effective communication with customers, colleagues and managers

Desired Qualifications

• Experience with virtualization and cloud platforms such as VMWare, KVM, AWS, Azure, GCP

• Experience with containers such as Docker, Kubernetes, Podman,  

• Background and experience in legacy telephony and signaling (SS7 ISUP, PRI, etc.) an advantage.

• Experience with signaling and media transmission such as VoLTE, WebRTC an advantage

• Working knowledge of Linux/UNIX an advantage.

• Knowledge of IP networking, basic IP routing, firewalls and security considerations an advantage.

• Telephony Routing and Translations skills

• Experience with Session Border Controllers an advantage.

• Knowledge of Ribbon carrier grade product is considered as significant advantage

Travel and on-call rotations are typically not part of this role, but if you are required to be on call you will be compensated for this time.

Desired Education/Experience:

Degrees in Telecommunications/Computer Science/Electrical Engineer or equivalent experience and motivation to learn