Experienced 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 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

At least 5 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

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.'