Riverbed Technology, Inc.

  • Escalation Engineer

    Job Locations IN-Bangalore
    Req No.
    2018-4809
    Category
    Engineering
  • Company Overview

    Riverbed, The Digital Performance Company, enables organizations to maximize digital performance across every aspect of their business, allowing customers to rethink possible. Riverbed’s unified and integrated Digital Performance Platform, brings together a powerful combination of Digital Experience, Cloud Networking and Cloud Edge solutions that provides a modern IT architecture for the digital enterprise, delivering new levels of operational agility and dramatically accelerating business performance and outcomes. At more than $1 billion in annual revenue, Riverbed’s 30,000+ customers include 98% of the Fortune 100 and 100% of the Forbes Global 100. Learn more at www.riverbed.com

    With over 2,000 employees globally, Riverbed offers the rewarding experience of working with some of the smartest, most passionate, and nicest people in the industry who are changing the world through cutting edge technology and applications. Each of us is committed to delivering the strategies, architectures and technologies that our partners and customers need to control, optimize and have visibility into their networks and applications.

    About this Position

    About this Position

     

    We are looking for a Passionate, Results-oriented, Tech Savvy Escalation Engineer to be a part of the Bangalore Engineering team, owning and handling Customer Escalations with SteelConnect product line.

    In this role, you will be at the center of action – managing Customer expectations on mission critical escalations, troubleshoot, debug customer setups, provide credible resolution plan and workarounds to alleviate problems, bring on board the ability to demonstrate and drive towards Customer Excellence.

    Education/Experience:

     

    • BTech/BS/MTech/MS or Computer Science, IT, or related field, or equivalent qualification.
    • 8+ years of Professional Software experience with a focus on handling Customer Escalations and having lead small teams managing Customer Expectations
    • 3+ years of hands-on experience in managing, troubleshooting and debugging complex, distributed network topologies.
    • This is a pure technical role and expect the candidate to possess immense background on handling deployment cases and networking technology, in general.

    Skills (Must have):

     

    • Hands-on experience in handling production environments. Understand production level debugging processes and ability to rootcause problem statement from symptoms and triggers
    • Very strong understanding of networking technology, switches, routers, edge networking as well as management tools used to configure, operate and monitor network deployments
    • Familiar with Linux and Windows system administration tools and debugging
    • Experience with a few of the below technologies is highly preferred: Salt, Nagios, Jenkins, Django, MySQL, Postgres, MongoDB, , Apache, Nginx, Azure, AWS.
    • Excellent verbal and written communication. Ability to roll up your sleeves and get the work done!

    Responsibilities:

    • Respond to incoming Customer escalations from Support teams and work along with support/Account/Field facing teams to address issues
    • Analysis, troubleshooting of customer pains and escalate the findings to Product/Engineering teams for resolution
    • Debug platform level and product levels issues and extract intelligence from the logs, symptoms & triggers for resolution plan
    • Direct clients through issue resolution – Handle and participate in Customer meetings, status reporting and provide technical support for executive actions
    • Build knowledge base of issues that would help the Organisation act proactive to resolve the field issues before those hit the field further and again
    • Identify support tool needs for escalation management and provide operational feedback to enhance cutomer experience

     

    About Riverbed

    #L1-MS1

     

    Why Riverbed Technology?

    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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