Job Description

L1 Engineer - NPM

Riverbed Technology is the IT infrastructure performance company. The Riverbed family of wide
area network (WAN) optimization solutions liberates businesses from common IT constraints by
increasing application performance, enabling consolidation, and providing enterprise-‐wide
network and application visibility -‐-‐ all while eliminating the need to increase bandwidth, storage
or servers. Thousands of companies with distributed operations use Riverbed to make their IT
infrastructure faster, less expensive and more responsive.

Riverbed offers the rewarding experience of working with the best minds in the industry, changing
the world through cutting edge technology and applications. We are growing our engineering teams
across the region so are looking for skilled, energetic professionals looking to grow as we do. We
offer competitive salary and an attractive benefits package.

Qualifications

• At least three years’ experience in a technical support position, preferably with a networking
technology company.
• In depth knowledge and hands on experience with network monitoring and troubleshooting
utilities.
• Experience reading and understanding packet captures using tools such as: Sniffer, Ethereal,
Wireshark, Cascade Pilot, AppTransaction or similar.
• Thorough understanding of the TCP/IP stack.
• Expertise in network monitoring technologies (such as Netflow, SNMP, WMI, TAP/SPAN
mirroring)
• Experience with general routing/switching, policy based routing, spanning-tree, VLANs and
VLAN trunking.
• Excellent communications skills, both oral and written.
• Excellent troubleshooting skills.
• Hands-on experience with OPNET/Network Physics, Mazu or Riverbed products is preferred.
• Experience with UNIX/Linux/Microsoft operating systems.
• Familiarity with Python and Perl scripting
• Cisco CCNP or CCIE is highly favored.
• Prior or current security clearance a plus, but not required.

Work Responsibilities

 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 internal teams.
 Prioritize and managing open escalation cases.
 Provide accurate and prompt updates to customers.
 Manage technical escalations and participate in conference calls.
 Some weekend coverage as required
 Participate in cross regional/functional swarming support model
 Document knowledge in the form of knowledge base articles.

Skills Requirements

 Understanding of WAN technologies, bandwidth, latency and how bandwidth and

latency restrictions affect application performance.
 Experience reading and understanding packet captures like Wireshark, TCP dumps.
 Good networking skills with understanding of packet flow through routers/switches,
TCP session establishment.
 Experience with general routing/switching protocols, policy-based routing, spanning‐tree,
VLANs and VLAN trunk.
 Experience/Additional knowledge with any of the following: NAT, SSL, HTTP, CIFS, MAPI,
Firewall would be preferable.
 Basic Linux knowledge to grep, cat, move etc...
 CCNA certification would be an added advantage.

Why Riverbed Technology?

If you’re a high-‐achiever who wants to be part of a dynamically growing, billion-‐dollar-‐plus San

Francisco-‐based company, then you should consider Riverbed. If you want to rapidly develop your
career with a company that is also a great place to work, Riverbed should be at the top of your list.
Riverbed recently won recognition from two of the most well reputed barometers of the work
environment. We are the Glassdoor “Employees’ Choice” award winner as one of the top places to
work, ranking #17 overall and #9 among technology companies. Additionally, we’ve been recognized
with a Sloan award for work-‐life balance, which underscores our core values at Riverbed.

If you can add to our collective talent and unique culture, then this job might be right for you!

We are proud to be an EEO/AA employer M/F/D/V.

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