Network Support Engineer

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

Title: Network Support Engineer(s)

Location: Vadodara, India (remote)

Language Proficiency: English

Working Hours:Available for weekend/holiday coverage as required (7 day rotation).

The Position

The role will require knowledge of wide area IT infrastructure technologies to provide 2nd level support. It will involve working in a 24 hour / 7 day rotation, engage with customers via digital channels to address cases/issues/service requests and process them in line with current service levels and Riverbed policies and procedures.

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
• 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
• Document knowledge in the form of knowledge base articles.
  
  

What Makes You An Ideal Candidate

• Understanding of Network Monitoring Performance technologies, network/data forensics and how bandwidth and latency restrictions affect application performance
• 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
• In-depth knowledge and understanding of packet flow, TCP session establishment; understanding of Microsoft and other application behavior at the network layer
• 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 CCNA, CCNP, MCP, MCSE level is 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 diversity and value 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.

We want people of all backgrounds to see themselves represented and included in our work, so we actively seek to diversify our team and bring more voices to the table. We understand that when people can be themselves, more is possible. We would love to have more people on board to join us on our journey to be better every day! So, come speak with us about career possibilities at Riverbed.

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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