Escalation Engineer

Company Overview:
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.

About this Position:
**Work Responsibilities**
- 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 cases
- Provide accurate and prompt updates to customers
- Available for weekend/holiday coverage as required
- Participate in cross regional/functional swarming support model
- Document knowledge in the form of knowledge base articles

**Qualifications**
- At least five years’ experience in enterprise technical support role, preferably with a networking technology company
- Strong technical and problem-solving skills
- Excellent client handling skills
- Excellent verbal and written communication skills
- Ability to handle stress and work under pressure
- Fast self-learning and independent
- Bachelor’s degree in Information Technology, Computer Science or equivalent

**Skills Requirements**
- TCP performance troubleshooting knowledge/analysis skill
- Experience reading and understanding packet captures using Sniffers, Ethereal/Wireshark/TCPdump, Packet Analyzer or similar tools, and Deep Packet analysis exposure
- Experience with virtualization technologies - eg VMWare, KVM, Hyper-V, Docker
- Experience with Cloud technologies - eg AWS, Azure
- Experience with any of the following: QoS, Netflow, SNMP, SSL, HTTP, CIFS/SMB, MAPI, NFS, Firewalls and RAID
- General routing/switching protocols, policy-based routing, spanning‐tree
- Linux/Windows administration knowledge is a plus
- Scripting in UNIX, Linux, Python or Microsoft PowerShell is a plus
- Experience in troubleshooting of performance, resource utilization issues and debugging of process crashes
- Qualified Network/Application certifications such as RCPE-NPM, RCPE-Wan Opt, CCNA, CCNP, CCIE level is a plus
- Multilingual a plus

About Riverbed:
LI-AK

midsenior