Professional Services and Product Support Engineer

Role OverviewWe 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 ResponsibilitiesDeploy, configure, and commission SBC, PSX, and RAMP solutions per Statement of WorkPerform acceptance testing, upgrades, and migrationsOwn escalated Tier‑2/3 support cases through root cause and resolutionReproduce issues in lab environments and collaborate with Engineering on defects, ensuring alignment with applicable standardsPerform Root Cause Analysis (RCA); document findings and drive corrective/preventive actionsCreate and execute MOPs, action plans, and technical documentationTriage and escalate software defects to Engineering; validate fixes and support patches/upgrades.Own escalated cases from Tier‑1 to resolution; maintain clear, proactive customer communicationsParticipate in on‑call rotation and scheduled maintenance windowsRequired Skills & ExperienceAt least 3 years in telecom deployment and/or product support rolesStrong English, self-learning, knowledge sharing and teamworkStrong knowledge of VoIP/SIP, IP networking (L2/L3), and LinuxExperience 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 skillsOperate in time‑critical and independent work scenarios, with strong ownership and smart escalation.Must‑Have EligibilityLiving in Israel and Israeli citizenshipFull mandatory service in the IDFAbility to obtain and maintain Security ClearanceNote: Failure to pass/maintain this clearance will result in termination of employmentNice to HaveExperience with Ribbon SBC, PSX, or RAMP or equivalent platforms.Database exposure (PostgreSQL / Oracle)Experience with Scripting and/or automationIMS or CI/CD experiencePlease 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.'