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 be responsible for providing on-site implementation, troubleshooting, and support at our customer’s Network Operations Center (NOC), Points of Presence (POPs), or labs. You will play a critical role in network verification and ongoing fault management for Ribbon’s packet optical networks. Post-network turn-up, you will assist in integrating and implementing new elements into the Ribbon-based network, ensuring smooth and effective operation.

Key Responsibilities:

• Network Verification: Conduct verification to ensure proper operation and functionality of the network.

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

• Fault Management: Provide on-site fault management support, resolving network issues and ensuring minimal downtime.

• Software Installation: Install new software releases and updates to keep the network running optimally.

• Customer Training: Provide informal, hands-on customer training to ensure they are equipped to manage the network.

• Self-Sufficiency Support: Help customers transition to self-sufficiency, providing the necessary knowledge and support.

• Technical Escalation: Act as a point of contact for technical escalations, ensuring prompt and efficient resolution of issues.

Requirements: This role requires direct interaction with customers, engineering teams, and sales teams. The ideal candidate will possess in-depth troubleshooting and fault isolation skills, with the ability to work autonomously and in collaboration with others.

• Technical Expertise:

  • Hands-on experience with packet optical networking technologies and familiarity with client-side interfaces.

  • Proficiency with industry-standard test equipment, including GE, 10G, 100G, 400G, SONET, and SDH TDM test sets.

  • Strong knowledge of optical DWDM, flex-grid ROADMs, ASON, Layer 2 Ethernet, Layer 3 IP-MPLS, MPLS-TP, and FCAPS Network Management platforms.

  • Familiarity with ASON, Unix, Linux, NFV, and SDN technologies is an asset.

• Experience and Skills:

  • BS/MS in Telecommunications, Computer Science, or related field.

  • A minimum of 5 years of experience in a technical customer support role, with a strong focus on customer service and network troubleshooting.

  • Excellent communication skills in spoken and written English, capable of interacting with both technical and management personnel.

  • Ability to handle complex technical issues and drive them to resolution in a timely manner.

  • Strong organizational and time management skills.

  • Ability to work flexible hours and adapt to shifting schedules as needed.

  • Ability to travel nationally and internationally at short notice.

  • A valid driving license.

Additional Skills:

• Ability to build and maintain strong customer relationships.

• Proven track record of documenting and reporting incidents effectively through Incident Status Reports.

• Strong team player, able to collaborate and contribute to a dynamic team environment.

Why Join Ribbon Communications? Ribbon Communications offers a dynamic and fast-paced work environment where you will have the opportunity to work with cutting-edge technologies while providing exceptional service to our global customer base. If you are passionate about networking technologies and enjoy working directly with customers, this is the perfect opportunity to advance your career.

We encourage you to apply if you are ready to make an impact and be part of a world-class team dedicated to excellence in the telecommunications industry.