Escalation Engineer

Riverbed. Empower the Experience Riverbed, the leader in AI observability, helps organizations optimize their user’s 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 improves 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. 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 performanceand 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. What you will do Provide remote support to customers via phone, web, and emai 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 teams Prioritize and managing open escalation case Provide accurate and prompt updates to customers. What makes you an ideal candidate Knowledge of IP networking protocols like TCP/IP, DNS, http, SSL, SNMP, Flow export, ARP, HA Cluster and strong packet flow understanding. Knowledge and experience using advanced Voice tooling, which includes (but not limited to) Riverbed Steel Central UCExpert, NetScout TruView Live, Nagios, Cacti etc. Knowledge and experience in modeling and simulation tools such as Riverbed Modeler, ns-2, ns-3, QualNet etc. Ability to write and troubleshoot scripting languages. Experience with UNIX/Linux and knowledge linux Utilities like AWK, SED etc. strong troubleshooting approach. Basic understanding of SQL and database schema and querying them Experience reading and understanding packet captures using Wireshark and/or Packet Analyzer and/or Transaction Analyzer. Ability to communicate effectively with customers and engineers. Qualified Network/Application certifications such as RCSP-W, RCSA-APM or RCSP-NPM, CCNP level is a plus Knowledge of VMware is a plus. Multilingual a plus. 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, yet proven, and we are disrupting the market with differentiated solutions that enable our customers to deliver secure, seamless digital experiences and accelerate enterprise performance While we are a ‘customer-first’ company, we are all about our people with a shared commitment to creating a global impact. We bring our best selves to work and pursue excellence, trust, and respect for one another. We welcome and encourage transparency and open communication throughout the company. We strive to be an inclusive, fair, and enjoyable workplace for our people globally and care about their wellbeing. 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.