Ottawa, ON | Hybrid (3 days onsite)
This posting is for an existing vacancy.
ABOUT RIBBON COMMUNICATIONS
Ribbon Communications is a company with two decades of leadership in real-time communications. Built on world-class technology and intellectual property, the company delivers intelligent, secure, embedded real-time communications for today’s world. The company transforms fixed, mobile and enterprise networks from legacy environments to secure IP and cloud-based architectures, enabling highly productive communications for consumers and businesses. With 64 locations in 27 countries around the globe, Ribbon’s innovative, market-leading portfolio empowers service providers and enterprises with rapid service creation in a fully virtualized environment. To learn more, visit ribboncommunications.com.
OPPORTUNITY
The C20 Platforms Global Product Support team provides world-class technical expertise for Ribbon's carrier-grade voice platforms. The team works directly with global service provider customers, engineering, product management, and internal support organizations to drive rapid issue resolution, platform reliability, and continuous improvement. This junior support engineer role offers an opportunity to develop technical expertise in mission-critical telecom systems while contributing to real customer outcomes.
Role Overview
The Junior Support Engineer will work as an embedded contributor within the Global Product Support team, with exposure to the full support lifecycle. The engineer will assist in troubleshooting, maintaining, and optimizing C20 platform deployments while developing deep technical knowledge of carrier-grade voice systems. The role will involve hands-on work with engineering teams, analysis of support data, and participation in process improvement initiatives.
Key Responsibilities
C20 Platform Support
* 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
Technical Analysis & Documentation
* 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
Required Qualifications
* 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
Preferred/Optional Skills
(Not required, but a plus!)
* 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
What You'll Gain
* Hands-on experience supporting mission-critical telecom platforms used by major carriers worldwide
* Deep technical knowledge of C20 platform architecture and carrier-grade voice systems
* Opportunities to participate in live customer incidents that impact global communications
* Mentorship from senior support engineers and technical leaders in Ribbon
* A foundation for careers in product support, platform engineering, network operations, or telecom systems
* Exposure to global service provider environments and enterprise-scale troubleshooting
The anticipated base pay range for this full-time position in all geographic locations is $50,400.00 - $69,300.00 annually. Actual compensation within the range will be determined based on a variety of factors, including, but not limited to the candidate’s experience, skills and education. The compensation package also includes eligibility for an incentive plan and comprehensive benefits, subject to applicable requirements.
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.'
Top Skills
Ribbon Communications Ottawa, Ontario, CAN Office
500 Palladium Dr suite 2100, Ottawa, ON, Canada, K2V 1C2
