Professional Services and Product Support Engineer

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 Engine...