Job Description

Riverbed. Empower the Experience:
Riverbed transforms data into actionable insights and accelerates performance so organizations can deliver a seamless digital experience and drive enterprise performance. Riverbed is the only company with the collective richness of telemetry from network to app to end user, that illuminates and then accelerates every digital interaction. Riverbed offers two industry-leading portfolios: Alluvio by Riverbed, a differentiated Unified Observability portfolio that unifies data, insights, and actions across IT, so customers can deliver seamless, secure digital experiences; and Riverbed Acceleration, providing fast, agile, secure acceleration of any app, over any network, to users anywhere.


Together with our thousands of partners, and market-leading customers globally \xe2\x80\x93 including 95% of the FORTUNE 100 \xe2\x80\x93, we empower every click, every digital experience. About this Position: Escalation Engineer \xe2\x80\x93 (Network Performance Monitoring)
Riverbed India, Bangalore is looking for an Escalation Engineer!
Work Responsibilities

• Provide remote support to customers via phone, web, and email
• Take ownership of customer issues and handle problems through to resolution
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Follow standard procedures for proper escalation of unresolved issues to the appropriate teams
• Prioritize and managing open escalation cases
• Provide accurate and prompt updates to customers
• Available for weekend/holiday coverage as required
• Participate in cross regional/functional swarming support model
• Document knowledge in the form of knowledge base articles

Qualifications

• Experience in enterprise technical support role, preferably with a networking technology company
• Technical and problem-solving skills
• Excellent client handling skills
• Excellent verbal and written communication skills
• Bachelor\xe2\x80\x99s degree in Information Technology, Computer Science or equivalent

Skills Requirements

• Understanding of Network Monitoring Performance technologies, network/data forensics and how bandwidth and latency restrictions affect application performance
• TCP performance troubleshooting knowledge/analysis skill
• Experience reading and understanding packet captures using Sniffers, Ethereal/Wireshark/TCPdump, Packet Analyzer or similar tools, and Deep Packet analysis exposure
• Experience with virtualization technologies \xe2\x80\x93 eg VMWare, KVM, Hyper-V, Docker
• Experience with Cloud technologies \xe2\x80\x93 eg AWS, Azure
• Experience with any of the following: QoS, Netflow, SNMP, SSL, HTTP, CIFS/SMB, MAPI, NFS, Firewalls and RAID
• In-depth knowledge and understanding of packet flow, TCP session establishment; understanding of Microsoft and other application behavior at the network layer
• Linux/Windows administration knowledge is a plus
• Scripting in UNIX, Linux, Python or Microsoft PowerShell is a plus
• Experience in troubleshooting of performance, resource utilization issues and debugging of process crashes
• Qualified Network/Application certifications such as RCPE-NPM, RCPE-Wan Opt, CCNA, CCNP, CCIE level is a plus

Work Location: Bangalore

About Riverbed:
With a 20-year history of innovation, Riverbed is agile, yet proven, and we are disrupting the market with differentiated solutions that enable our customers to deliver secure, seamless digital experiences and accelerate enterprise performance While we are a \xe2\x80\x98customer-first\xe2\x80\x99 company, we are all about our people with a shared commitment to creating a global impact. We bring our best selves to work and pursue excellence, trust, and respect for one another. We welcome diversity and value and encourage transparency and open communication throughout the company. We strive to be an inclusive, fair, and enjoyable workplace for our people globally and care about their wellbeing. We are committed to our people, partners, and customers while supporting the communities where we work and live. It\xe2\x80\x99s the Power of WE that binds us together.


We want people of all backgrounds to see themselves represented and included in our work, so we actively seek to diversify our team and bring more voices to the table. We understand that when people can be themselves, more is possible. We would love to have more people on board to join us on our journey to be better every day! So, come speak with us about career possibilities at Riverbed.


Riverbed is an equal employment opportunity/Affirmative Action (EEO/AA) employer and provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, physical disability (including HIV and AIDS), mental disability, medical condition, pregnancy or child birth (including breast feeding), sexual orientation, genetics, genetic information, marital status, veteran status or any other basis protected by and in accordance with applicable federal, state and local laws.


Check us out on:
www.riverbed.com
@LifeAtRiverbed