Ribbon Communications is a leader in real-time communications technology, delivering secure and intelligent solutions for both consumers and businesses. The Platform Product Support Engineer role is an entry-level position focused on providing technical support for C20 platform issues while developing expertise in telecom systems and contributing to customer outcomes.
Responsibilities
- Provide second-level technical support for C20 platform issues and customer inquiries
- Troubleshoot hardware, software, and network problems related to C20 systems in production environments
- Assist with system installation, configuration, and maintenance activities
- Monitor system performance and identify potential issues before they impact service
- Participate in on-call rotation for critical system support and emergency recovery
- Provide remote support to global service provider customers
- Document technical solutions and create knowledge base articles for common issues
- Help analyze customer support cases to identify patterns, recurring issues, or improvement opportunities
- Review and update internal or customer-facing technical knowledge articles
- Participate in lab environment testing to reproduce issues or validate fixes when required
- Assist in organizing and improving internal support workflows and documentation
Skills
- Bachelor's degree in Computer Science, Computer Engineering, Electrical Engineering, Information Technology, or related field
- 0–2 years of relevant technical or support experience (new graduates welcome)
- Strong analytical, problem-solving, and technical communication skills
- Interest in telecom systems, network troubleshooting, or platform engineering
- Familiarity with at least one programming or scripting language (e.g., Python, Bash, PowerShell)
- Basic understanding of networking concepts (TCP/IP, routing, switching)
- Ability to learn quickly, ask great questions, and collaborate effectively in a team environment
- Experience with telecommunications or unified communications systems
- Knowledge of Voice over IP (VoIP) protocols and technologies
- Familiarity with Linux/Unix operating systems and command-line tools
- Understanding of virtualization technologies (VMware, KVM)
- Previous experience with 24/7 on-call support or technical operations
Benefits
- Eligibility for an incentive plan
- Comprehensive benefits
Company Overview
Ribbon Communications is a company with two decades of leadership in real-time communications. It was founded in 2017, and is headquartered in Westford, Massachusetts, USA, with a workforce of 1001-5000 employees. Its website is https://ribboncommunications.com/.