India Technical Assistance Center Manager

Req No.
Tech Support

Company Overview

Riverbed Technology is the IT infrastructure performance company. The Riverbed family of wide area network (WAN) optimization solutions liberates businesses from common IT constraints by increasing application performance, enabling consolidation, and providing enterprise-wide network and application visibility -- all while eliminating the need to increase bandwidth, storage or servers. Thousands of companies with distributed operations use Riverbed to make their IT infrastructure faster, less expensive and more responsive.

About this Position

Riverbed is looking for an experienced TAC Operation Manager to develop a world class support organization and  ensure the support team contributes to the strategic goals of the company.



  • At least 10 years experience in a Support Management role and leading a high performance technical support team in India or APJ.
  • Experience in managing teams supporting Virtualization, Networking, and/or Cloud technologies would be a major plus.
  • Demonstrate track record in developing and managing a diverse team that yield high employee satisfaction and low attrition rate.
  • Ability to communicate effectively with all levels of the organization including sales account team, partners, and
  • Bachelor’s degree is required

Work Responsibilities

  • Ensure a smooth running of the support operations to deliver effective support to our clients globally and ensure high level of client satisfaction.
  • Develop a strong with relationship and maintain regular communications with the sales account team.
  • Take a leading role in supporting key customer accounts.
  • Facilitate collaborative relationships between support team, partners, and account teams to maintain an overall high level of client experience and loyalty.
  • Coordinate with cross-functional teams such as engineering, renewal, sales and product teams to address any customer issues.
  • Manage critical customer escalations through to resolution by providing managerial support and guidance to engineers as required.
  • Maintain optimal level of staffing, and support coverage through regular review of the operation and performance metrics.
  • Identify and implement changes in process to enhance the efficiency of support operations.
  • Foster a positive work environment that will attract, develop, motivate and retain the best talents in the
  • Monitor team performance through regular 1-1 reviews and coaching to drive continuous improvement.
  • Assist engineers to grow in their role and progress towards future career objectives by capitalising on their strengths and developing new skills. 


Skills Requirements

  • Leadership experience in managing, mentoring and developing employees.
  • Exceptional problem solving, critical thinking and decision-making skills.
  • Good organizational, time management, interpersonal and presentation skills.
  • Motivated by challenges with abilities to handle stress and work under pressure.

About Riverbed

If you’re a high-achiever who wants to be part of a dynamically growing, billion-dollar-plus San Francisco-based company, then you should consider Riverbed. If you want to rapidly develop your career with a company that is also a great place to work, Riverbed should be at the top of your list. Riverbed recently won recognition from two of the most well reputed barometers of the work environment. We are the Glassdoor “Employees’ Choice” award winner as one of the top places to work, ranking #17 overall and #9 among technology companies. Additionally, we’ve been recognized with a Sloan award for work-life balance, which underscores our core values at Riverbed.

If you can add to our collective talent and unique culture, then this job might be right for you!

We are proud to be an EEO/AA employer M/F/D/V.


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