Our Team

The Riverbed Technology world-class escalation engineers are experts in our products and their underlying technologies. And, they're available 24/7 by phone or email to respond to your questions and resolve any technical issues you might have with your deployment. Call +1.415.247.7381 (toll free in the United States or Canada: +1.888.782.3822), or email support@riverbed.com.

Overview

All escalation engineers are certified in an IT specialty or have an advanced degree. such as an M.A. or Ph.D. Skills and certifications include CCIE, CCNP, CCNA, CCSP, CCDA, CCND, CCSA, MCP, MCSE, Netcache, CISSP, ISSAP, InfoSEC, Brocade SAN designer, SUN Admin, and FCNE.

A Team Approach

Your escalation engineer will work closely with technical support, quality assurance, and our engineering team to quickly resolve your issues and gather your feedback. Our escalation engineers can also coordinate the efforts of outside support organizations and third-party vendors, if necessary.

Global Availability

With support centers located in Amsterdam, London, New York, San Francisco, Singapore, Sunnyvale, Sydney, and Tokyo, our “follow-the-sun” system allows us to transfer high-priority cases around the world, and provide continuous coverage to all our customers.

Your Single Point of Contact

Our escalation engineers have full accountability for the resolution of each of their cases. The escalation engineer who is assigned to your case will be your single point of contact throughout the resolution process.

Access

We prioritize our resources to deliver maximum response to your critical issues. We assign cases according to our escalation engineers´ skill sets and availability, and capture all details in our unified online support tracking system.