Riverbed Technology, Inc.

  • Escalation Engineer SteelCentral Sydney

    Job Locations AU-NS-Sydney
    Req No.
    Tech Support
  • Company Overview

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


    Riverbed delivers a technology platform that helps organizations push digital boundaries and rethink possible. Our solutions help companies optimize the apps and services they depend on to deliver amazing digital experiences to their users. From Digital Experience Management to Next-Gen infrastructure technologies, enhancing digital performance across every aspect of a customer’s business is our obsession.


    We’re trusted by 30,000 of the world’s leading companies and amazing brands. Headquartered in San Francisco, with more than 60 offices around the world, we’re a pre-IPO opportunity with over $1 billion in revenue and we’re excited for what’s next.

    About this Position


    Job Description


    Escalation Engineer – SteelCentral APM 


    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.


    Riverbed offers the rewarding experience of working with the best minds in the industry, changing the world through cutting edge technology and applications. We are growing our engineering teams across the region so are looking for skilled, energetic professionals looking to grow as we do. We offer competitive salary and an attractive benefits package. 



    • BS degree in Information Technology, Computer Science or equivalent
    • Strong technical and problem-solving skills.
    • Excellent client handling skills.
    • Excellent verbal and written communication skills.
    • Fast self‐learning and independent.
    • Ability to handle stress and work under pressure.
    • Experience in enterprise technical support role, preferably with a networking technology company, preferred.

     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 internal teams.
    • Prioritize and managing open escalation cases.
    • Provide accurate and prompt updates to customers.
    • Manage technical escalations and participate in conference calls.
    • Some weekend coverage as required
    • Participate in cross regional/functional swarming support model
    • Document knowledge in the form of knowledge base articles.

    Skills Requirements 

    • Knowledge and hands on experience with Linux/Windows file systems.
    • Knowledge of Oracle, MS SQL Server or DB2
    • Understanding of one or more of the following: Java/J2EE, WebSphere, WebLogic, JBoss, Tomcat, IIS, ASP.NET
    • Experience or understanding of packet captures using sniffer and/or Ethereal/Wireshark and/or Cascade Pilot and/or AppTransaction or similar.
    • A good understanding of TCP.
    • Knowledge of SNMP and WAN technologies, bandwidth and latency.
    • Experience or good understanding of general routing/switching, policy based, spanning-tree, VLANs and VLAN trunking.
    • Any experience with Application Performance Monitoring tools
    • Experience with Cloud technologies – eg AWS, Azure

    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 www.riverbed.com. 


    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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