Technical Support Engineer - Level 3

Job Locations GB-Bracknell
Req No.
Tech Support

Company Overview

Riverbed solutions help companies transition from legacy hardware to a new software-defined and cloud-centric approach to networking and application delivery for the digital age. The Riverbed Application Performance Platform™ takes Riverbed’s SD-WAN solution for agile networking that really works, and adds to this digital backbone industry-leading solutions for WAN optimization and hybrid networking, for branch IT orchestration, and for end-to-end visibility from device to cloud. All these solutions are integrated in a flexible, modular, digital architecture that delivers any apps, data and services from any public or private cloud across any network to any end-point, with the best possible user experience as determined by business policy.


Riverbed is a pre-IPO opportunity with over $1 billion in revenue headquartered in San Francisco with branch offices around the globe.

About this Position

The primary responsibility for the Escalation Engineer is to manage technical issues for our clients especially in the area WAN optimization. Thorough understanding of the customers environment and the ability to provide expert advice and advanced troubleshooting problem resolution steps are essential. The position requires a good routing and switching knowledge. Many of the problem scenarios require a deeep understanding of TCP/IP and additional protocol knowledge beneficial [HTTP, SSL, CIFS, MAPI, EXCHANGE, NTFS…..], advanced Linux knowledge is a plus. You will work alongside a team of highly skilled engineers delivering World-Class customer support for our market leading product Steelhead.




  • Knowledge of networking, understanding of packet flow and TCP session establishment, knowledge of LAN, WAN Technologies 
  • TCP – detailed understanding of the protocol. 3-way handshake, congestion windows, TCP options, slow start, reset reasons, fields in the TCP header, MSS, fragmentation, IP – Header fields
  • Understanding of WAN technologies, bandwidth and latency.
  • Experience with general routing/switching, policy based routing, spanning-tree, VLANs and VLAN trunking
  • Experience reading and understanding packet captures with tools like Sniffer and Wireshark
  • Experience with any of the following is a plus: QoS, Netflow, NAT, SSL, HTTP, CIFS, MAPI, NFS, Firewalls, RAID
  • Experience with UNIX/Linux, scripting is a plus.
  • IT experience, knowledge in one of the technology sectors: - Application Architectures & Performance Management, Storage & Infrastructure Management or Network Infrastructure
  • Cisco network certification (CCNA, CCNP) & Microsoft Certified Professional (MCITP, MCSA, MCSE) desirable or looking to future certify 
  • Strong communication skills with customers, as well as internal company groups.
  • Keep customers/partners regularly informed of problem investigation, and resolution throughout support case lifecycle
  • Previous vendor support experience – desirable.
  • Riverbed prides itself on delivering an exceptional customer experience; come and join a team that’s proud of its high level of Customer Satisfaction.

About Riverbed

If you are a high-achiever who wants to be part of a dynamically growing, billion dollar plus company, then you should look closely at Riverbed.  We offer the rewarding experience of working with the best minds in the industry that are changing the world through cutting edge technology and applications. The company has been recognized multiple years for attracting and retaining today’s top talent as a great place to work by Glassdoor, Fortune magazine’s 20 Great Workplaces in Tech and by numerous other publications.


Learn more at 


Riverbed is proud to be an affirmative action (AA) and equal employment opportunities (EEO) employer.  All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.




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