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Posted: Tuesday, 24 January 2017, 16:25

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Riverbed® is the leader in application performance infrastructure, delivering the most complete platform for the hybrid enterprise to ensure applications perform as expected, data is always available when needed, and performance issues can be proactively detected and resolved before impacting business performance. Riverbed is trusted by the world’s best brands for the delivery of superior application performance for their globally connected enterprises. Riverbed’s 26,000+ customers include 97% of the Fortune 100 and 98% of the Forbes Global100.
Riverbed is a pre-IPO opportunity with over $1 billion in revenue headquartered in San Francisco with branch offices around the globe.
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.

About this Position:
Knowledge: A seasoned and experienced professional with a full understanding of industry practices and company policies and procedures; resolves a wide range of issues in an efficient and timely manner. This job is the fully qualified, career-oriented, mid-level
position.

Job Duties: Works on issues where analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques, and evaluation criteria for obtaining results. Internal and external contacts often pertain to company plans and objectives
• Focus on rapid identification and resolution of customer issues.
• Answer questions and perform initial triage on problem reports via phone, web, and email.
• Document each customer interaction using SFDC
• Provide timely and effective resolution to support requests based on internal and external service level agreements (SLA).
• Maintain a ticket backlog of < 30 cases with no tickets untouched older than 7 days.
• Knowledge-base contribution of published articles based on customer cases’ experience
Experience: Typically requires a minimum of 2 years of related experience. Sustainable performance above and beyond the above listed requirements
• Experience with troubleshooting Microsoft Windows software deployment at an enterprise level.
• Experience in supporting database-based applications (Oracle 11 (preferred), intermediate SQL, simple database administration).
• Experience with conducting and communicating root cause analysis.
Please apply at https://international-riverbed.icims.com/jobs/3591/escalation-support-engineer/job?mode=view
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.

• Location: hod hasharon, Tel Aviv

• Post ID: 3092397 israel
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