Escalation Engineer

Riverbed. Empower the Experience

Riverbed, the leader in AIOps for observability, helps organizations optimize their users’ experiences by leveraging AI automation for the prevention, identification, and resolution of IT issues. With over 20 years of experience in data collection and AI and machine learning, Riverbed’s open and AI-powered observability platform and solutions optimize digital experiences and greatly improve IT efficiency. Riverbed also offers industry-leading Acceleration solutions that provide fast, agile, secure acceleration of any app, over any network, to users anywhere. Together with our thousands of market-leading customers globally – including 95% of the FORTUNE 100 – we are empowering next-generation digital experiences. Learn more at riverbed.com

Position

Our people tell us life at Riverbed is collaborative, creative, challenging and fun. They’re an impressive team of individuals, and we think they’re on to something. 

Riverbed enables organizations to maximize performance and visibility for networks and applications, so they can overcome complexity and fully capitalize on their digital and cloud investments. The Riverbed Network and Application Performance Platform enables organizations to visualize, optimize, remediate and accelerate the performance of any network, for any application.  

The platform addresses performance and visibility holistically with best-in-class WAN optimization, network performance management (NPM), application acceleration (including Office 365, SaaS, client and cloud acceleration), and enterprise-grade SD-WAN. Riverbed’s 30,000+ customers include 99% of the Fortune 100.

Title         : Escalation Engineer 

Location   : Bangalore 

What you will do

• 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
• When issues cannot be resolved directly, the engineer will follow established procedures to escalate them to the appropriate teams
• Managing and prioritizing open cases is essential, and the engineer must consistently deliver accurate and timely updates to customers
• Available for weekend/holiday coverage as required
• Participate in cross regional/functional swarming support model
• Documenting technical solutions and procedures in the form of knowledge base articles is expected.
• The role provides essential coverage for our 24x7 support operations, ensuring continuous customer support and adherence to service-level commitments

What makes you an ideal candidate

• At least 4+ experience in enterprise technical support role, preferably with a networking technology company
• Strong technical and problem-solving skills
• Excellent client handling skills
• Comprehensive understanding of Network Monitoring Performance technologies, network/data forensics, and the impact of bandwidth and latency restrictions on application performance.
• Proficiency in TCP performance troubleshooting and analysis.
• Experience in reading and interpreting packet captures using tools such as Sniffers, Ethereal/Wireshark/TCPdump, Packet Analyzer, or equivalent, with deep packet analysis exposure.
• Familiarity with virtualization technologies such as VMWare, KVM, Hyper-V, and Docker.
• Experience working with Cloud technologies including AWS and Azure.
• Knowledge of protocols and technologies such as QoS, Netflow, SNMP, SSL, HTTP, CIFS/SMB, MAPI, NFS, Firewalls, and RAID.
• In-depth understanding of packet flow, TCP session establishment, and application behavior—particularly Microsoft and other applications—at the network layer.
• Linux and Windows administration skills are advantageous.
• Experience in scripting with UNIX, Linux, Python, or Microsoft PowerShell is beneficial.
• Ability to troubleshoot performance and resource utilization issues, as well as debug process crashes.
• Bachelor’s degree in Information Technology, Computer Science or equivalent

What we offer

Our employee benefits including flexible workplace policies, employee resource groups, learning and development resources, career progression pathways, and community engagement initiatives are some of the reasons why we have had great success in bringing in new talent. In addition, our global employee wellness programs are crafted to support the physical, emotional, and financial well-being of our employees.  

Benefits & Perks vary by Country. 

About Riverbed

With a 20-year history of innovation, Riverbed is agile and proven—and we continue to disrupt the market with differentiated solutions that help customers deliver secure, seamless digital experiences and accelerate enterprise performance. We are relentlessly customer-first: we listen, learn, and act with urgency to solve real problems and earn trust every day. We pair bold ideas with operational efficiency, simplifying how we work, focusing on what matters most, and delivering with quality and speed. Fueled by a will to win, we set ambitious goals, hold ourselves accountable, and raise the bar through measurable outcomes. At the center of it all are our people—bringing our best selves to work with a shared commitment to excellence, transparency, and open communication. We strive to be an inclusive, fair, and enjoyable workplace where respect and wellbeing are prioritized. We are committed to our people, partners, and customers while supporting the communities where we work and live. It’s the Power of WE that binds us together and drives high-impact success.

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

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