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Escalation Engineer

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. Riverbed’s 30,000+ customers include 99% of the Fortune 100.

About This Position

Position: Escalation Engineer

Location: Bethesda, MD. (well qualified remote candidates also considered)

The Escalation Engineer will be responsible for providing technical and application support to our customers and your understanding of networking and networking protocols will be essential. You will troubleshoot and research solutions to networking issues using Riverbed’s advanced network simulation tools.

Main Roles And Responsibilities

  • Delivering remote technical support to the Riverbed Product portfolio
  • Customer focused at all time through timely communication to our customers; including (but not limited to) initial contact, timely updates, case resolution and escalation management
  • Remote triage, investigation, identification and resolution of incidents
  • Owning problems through to resolution using all available resources at your disposal
  • Represent Riverbed on conference calls, with customers, to provide technical input
  • Utilize system tools to capture and analyze network data and identify bugs and or fixes to influence resolution
  • Interact with other teams to ensure customer escalations are prioritized and managed
  • Adoption and adherence to business processes and policies
  • Understand the key business drivers (KPI’s) and how to be successful


  • We need a candidate who posesses an active Top Secret US Goverment clearance.
  • At least 4-5 years’ experience in a technical support position within a networking technology company
  • Working knowledge of networking, understanding of packet flow and TCP session establishment
  • Working knowledge of routing protocols and understanding of TCP. Preference for:
  • Basic understanding of WAN technologies, bandwidth and latency
  • Knowledge of IPVPN, IP, MPLS, OSPF, BGP and IPSec networking protocols
  • Understanding packet captures using tools like Wireshark
  • Experience with any of the following is a plus: TLS/SSL, HTTP, SMB, MAPI, NFS
  • Experience with UNIX/Linux/Microsoft, scripting is a plus
  • Familiarity in virtualization technology and cloud technology (AWS/Azure)
  • Excellent communications skills, both oral and written
  • Excellent troubleshooting skills
  • Minimum of BS degree in Computer Science or equivalent field, MS degree desired

About Riverbed

Riverbed offers a rewarding experience of working with the best minds in the industry, delivering exceptional network performance and visibility for any application. We are proud of our great culture that continuously fosters innovation, collaboration, and diverse work environments. We remain committed to attracting, developing, and retaining the most diverse group of talent to better serve our customers.

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


TAGS: WAN edge, WAN edge infrastructure, hybrid WAN, software-defined WAN, software defined networking, SD-WAN, SDN, NFV, network functions virtualization, wan optimization, wan optimisation, wan acceleration, application acceleration, network optimization, cloud networking, NPM, network performance management, network performance monitoring, packet capture, packet analysis, deep packet inspection, network traffic analysis, network monitoring, netflow, CCIE, CCNA, routing protocols, BGP, OSPF, network design, TCP/IP, MPLS, SNMP, LAN, WAN, network architecture, network troubleshooting, routing, switching

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