Customer Support Field Engineer

Ribbon Communications Operating Company • Fort Lauderdale, FL

273d • $90,000 - $100,000

About The Position

As a Customer Support Field Engineer (FE) at Ribbon Communications, based in Fort Lauderdale, FL, you will play a key role in the on-site implementation, commissioning, troubleshooting, and ongoing support of Ribbon's packet optical networks. This hands-on role involves work in customer Network Operations Centers (NOCs), Points of Presence (POPs), and lab environments. You'll be directly involved in hardware setup, including installing and configuring equipment racks, shelves, and other physical components, while ensuring a smooth network turn-up and integration. This position requires the ability to perform physical labor, including lifting up to 75 pounds, stacking and connecting racks, and using test equipment in the field to commission and validate network functionality.

Requirements

• Ability to lift and carry up to 75 pounds.
• Experience with manual hardware setup, including lifting shelves, racking and stacking equipment, and cable routing.
• Proficiency with packet optical networking technologies and client-side interfaces.
• Skilled in using test sets and validating network performance.
• Strong understanding of DWDM, flex-grid ROADMs, Layer 2 Ethernet, Layer 3 IP-MPLS, FCAPS, and network management systems.
• Familiarity with ASON, Unix/Linux, NFV, and SDN technologies is a plus.
• Bachelor's or Master's degree in Telecommunications, Computer Science, or related field.
• Minimum of 5 years' experience in a customer-facing technical support role.
• Strong troubleshooting, fault isolation, and documentation skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Excellent communication skills in both spoken and written English.

Nice To Haves

• Strong customer relationship management.
• Effective documentation and incident reporting via Incident Status Reports.
• Collaborative team player with a proactive, solutions-focused mindset.

Responsibilities

• Conduct comprehensive testing and verification of network elements to ensure optimal performance.
• Assist with the provisioning of optical and data link elements.
• Provide expert, on-site troubleshooting and fault resolution to minimize downtime.
• Perform full commissioning of equipment, including racking, stacking, and cable management.
• Lift and install shelves, stack and connect racks, and handle physical network hardware.
• Load and verify software updates to maintain network stability and performance.
• Use industry-standard test sets (GE, 10G, 100G, 400G, SONET, SDH) to validate performance and support fault isolation.
• Deliver informal, hands-on training to customers, helping them gain operational knowledge of their networks.
• Assist customers in becoming self-reliant with network operations and management.
• Act as the go-to person for technical escalations, working cross-functionally to resolve issues quickly and effectively.

Benefits

• Comprehensive package including health, dental, and vision insurance.
• Competitive 401(k) with company match.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree