Senior Professional Services and Product Support Engineer
Ribbon Communications
Role Overview
We are seeking a Deployment & Product Support Engineer to deliver deployments and provide Tier‑2/3 support for Ribbon SBC, PSX, and RAMP solutions. This is a hands‑on, customer‑facing role covering installations, integrations, upgrades, migrations, and advanced troubleshooting in live production networks.
Key Responsibilities
Deploy, configure, and commission SBC, PSX, and RAMP solutions per Statement of Work
Perform acceptance testing, upgrades, and migrations
Own escalated Tier‑2/3 support cases through root cause and resolution
Reproduce issues in lab environments and collaborate with Engineering on defects, ensuring alignment with applicable standards
Perform Root Cause Analysis (RCA); document findings and drive corrective/preventive actions
Create and execute MOPs, action plans, and technical documentation
Triage and escalate software defects to Engineering; validate fixes and support patches/upgrades.
Own escalated cases from Tier‑1 to resolution; maintain clear, proactive customer communications
Participate in on‑call rotation and scheduled maintenance windows
Required Skills & Experience
7+ years of experience in telecom deployment and/or product support roles
Strong English, self-learning, knowledge sharing and teamwork
Strong knowledge of VoIP/SIP, IP networking (L2/L3), and Linux
Experience with SBCs, IP telephony architectures, and troubleshooting tools (Wireshark, tcpdump)
Familiarity with Kubernetes/OpenShift and cloud platforms (AWS/Azure/GCP)
Excellent customer‑facing communication and problem‑solving skills
Operate in time‑critical and independent work scenarios, with strong ownership and smart escalation.
Must‑Have Eligibility
Living in Israel and Israeli citizenship
Full mandatory service in the IDF
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Ability to obtain and maintain Security Clearance
Note: Failure to pass/maintain this clearance will result in termination of employment
Nice to Have
Experience with Ribbon SBC, PSX, or RAMP or equivalent platforms.
Database exposure (PostgreSQL / Oracle)
Experience with Scripting and/or automation
IMS or CI/CD experience
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.'