Escalation Engineer

Riverbed Technology; Bengaluru; Hybrid; INR 1,200,000 - 2,000,000; Full time

Benefits offered by this job

Flexible workplace policies

Employee resource groups

Learning and development resources

Career progression pathways

Community engagement initiatives

Global wellness programs

Job summary

Riverbed Technology in Bengaluru is hiring an Escalation Engineer to provide remote support, diagnose complex network issues, and drive customer-focused resolutions. The role emphasizes packet analysis, virtualization, cloud exposure, and strong client handling skills.

The candidate should have 5+ years in enterprise tech support, with experience in TCP performance, Wireshark/TCPdump, and Linux/Windows administration. A Bachelor’s degree in IT/CS is required, with weekend coverage as needed.

Qualifications

• At least 5+ years in enterprise technical support or similar role, preferably with networking tech.
• Strong technical and problem-solving skills with a customer-first mindset.
• Excellent client handling and communication abilities.
• Solid understanding of network monitoring performance technologies and effects of bandwidth/latency on apps.
• Proficiency in TCP performance troubleshooting and packet analysis.
• Experience reading captures with tools like Wireshark, TCPdump or equivalent.
• Familiarity with virtualization (VMware, KVM, Hyper-V) and cloud platforms (AWS, Azure).
• Knowledge of protocols (QoS, SNMP, SSL, HTTP, NFS, etc.) and network security basics.
• Linux and Windows administration are advantageous; scripting in UNIX/Linux/Powershell is a plus.
• Bachelor-level IT/CS related degree required.

Responsibilities

• Provide remote support to customers via phone, web, and email.
• Take ownership of issues and drive resolution.
• Research, diagnose, troubleshoot, and identify solutions.
• Escalate unresolved issues to appropriate teams per procedure.
• Manage and prioritize open cases with timely customer updates.
• Available for weekend/holiday coverage as required.
• Participate in cross-regional swarming support model.
• Document solutions and procedures as knowledge base articles.
• Ensure 24x7 support coverage and adherence to SLAs.

Skills

Networking troubleshooting

Customer handling

Packet analysis

Linux

Windows

Virtualization

Cloud (AWS/Azure)

Scripting (Python/PowerShell)

TCP performance troubleshooting

Education

Bachelor’s degree in Information Technology or Computer Science

Tools

Wireshark

TCPdump

Packet Analyzer

VMware

KVM

Hyper-V

Docker

AWS

Azure

Job description

Riverbed, the leader in AIOps for observability, helps organizations optimize their users' 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, Riverbeds open and AI-powered observability platform and solutions optimize digital experiences and greatly improve 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. Learn more at riverbed.com.

Title: Escalation Engineer
Location: Bangalore

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 performance and 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. Riverbeds 30,000+ customers include 99% of the Fortune 100.

What You Will Do

• 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
• When issues cannot be resolved directly, the engineer will follow established procedures to upscale them to the appropriate teams
• Managing and prioritizing open cases is essential, and the engineer must consistently deliver accurate and timely updates to customers
• Available for weekend/holiday coverage as required
• Participate in cross regional/functional swarming support model
• Documenting technical solutions and procedures in the form of knowledge base articles is expected.
• The role provides essential coverage for our 24x7 support operations, ensuring continuous customer support and adherence to service-level commitments

What Makes You An Ideal Candidate

• At least 5+ experience in enterprise technical support role, preferably with a networking technology company
• Strong technical and problem-solving skills
• Excellent client handling skills
• Comprehensive understanding of Network Monitoring Performance technologies, network/data forensics, and the impact of bandwidth and latency restrictions on application performance.
• Proficiency in TCP performance troubleshooting and analysis.
• Experience in reading and interpreting packet captures using tools such as Sniffers, Ethereal/Wireshark/TCPdump, Packet Analyzer, or equivalent, with deep packet analysis exposure.
• Familiarity with virtualization technologies such as VMWare, KVM, Hyper-V, and Docker.
• Experience working with Cloud technologies including AWS and Azure.
• Knowledge of protocols and technologies such as QoS, Netflow, SNMP, SSL, HTTP, CIFS/SMB, MAPI, NFS, Firewalls, and RAID.
• In-depth understanding of packet flow, TCP session establishment, and application behavior—particularly Microsoft and other applications—at the network layer.
• Linux and Windows administration skills are advantageous.
• Experience in scripting with UNIX, Linux, Python, or Microsoft PowerShell is beneficial.
• Ability to troubleshoot performance and resource utilization issues, as well as debug process crashes.
• Bachelor’s degree in Information Technology, Computer Science or equivalent

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.

• flexible workplace policies
• employee resource groups
• learning and development resources
• career progression pathways
• community engagement initiatives
• global employee wellness programs
• Benefits & Perks vary by Country.

About Riverbed

With a 20-year history of innovation, Riverbed is agile and proven—and we continue to disrupt the market with differentiated solutions that help customers deliver secure, seamless digital experiences and accelerate enterprise performance. We are relentlessly customer-first: we listen, learn, and act with urgency to solve real problems and earn trust every day. We pair bold ideas with operational efficiency, simplifying how we work, focusing on what matters most, and delivering with quality and speed. Fueled by a will to win, we set ambitious goals, hold ourselves accountable, and raise the bar through measurable outcomes. At the center of it all are our people—bringing our best selves to work with a shared commitment to excellence, transparency, and open communication. We strive to be an inclusive, fair, and enjoyable workplace where respect and wellbeing are prioritized. 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 and drives high-impact success.

Riverbed is an equal employment opportunity/Affirmative Action (EEO/AA) employer and provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, physical disability (including HIV and AIDS), mental disability, medical condition, pregnancy or child birth (including breast feeding), sexual orientation, genetics, genetic information, marital status, veteran status or any other basis protected by and in accordance with applicable federal, state and local laws.

Check Us Out On

www.riverbed.com

@LifeAtRiverbed

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