Riverbed Technology, Inc.

  • Escalation Engineer

    Job Locations GB-Bracknell
    Req No.
    Tech Support
  • Company Overview

    With a powerful combination of Digital Experience, Cloud Networking, and Cloud Edge solutions, Riverbed – The Digital Performance Company –  provides a modern IT architecture for the digital enterprise, delivering new levels of operational agility and visibility, while dramatically accelerating business performance and outcomes. As businesses transform digitally and experiment with new technologies, they partner with Riverbed to push boundaries, increase performance, and rethink possible.


    Riverbed is a pre-IPO opportunity with over $1 billion in revenue and 30,000+ customers – including 98% of the Fortune 100 and 100% of the Forbes Global 100.



    About this Position

    The primary responsibility for the Escalation Engineer is to manage technical issues for our clients. Thorough understanding of the customers environment and the ability to provide expert advice and advanced troubleshooting problem resolution steps are essential.

    Many of the problem scenarios require trace analysis, proprietary log analysis, advanced troubleshooting of Windows, Linux and Unix O/Ss

    You will work alongside a team of highly skilled engineers delivering World-Class customer support for our market leading products. Riverbed prides itself on delivering an exceptional customer experience; come and join a team that’s proud of its high level of Customer Satisfaction.


    • Previous vendor support experience – desirable
    • Knowledge of networking, understanding of packet flow and TCP session establishment, knowledge of LAN, WAN Technologies and SAN desirable
    • Understanding of WAN technologies, bandwidth and latency.
    • Experience with general routing/switching, policy based routing, spanning-tree, VLANs and VLAN trunking (WCCP a big plus)
    • Experience with Virtualization Platforms, VMware and/or Microsoft Hyper-V, desirable
    • 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.
    • 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)                    
    • 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.

    About Riverbed

    Riverbed offers a rewarding experience of working with the best minds in the industry that are changing the world through cutting edge technology and applications. We are proud of our great culture that continuously fosters innovation, collaboration, and diverse work environments. We remain committed to attracting, developing, and retaining the most diverse group of talent to better serve our customers.


    Learn more about Riverbed: 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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