Customer Success Consultant - Contract jobs in Mumbai at Riverbed Technology

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

Riverbed Mumbai are looking for a Customer Success Consultant to work across our Network Performance Management and Application Aware NPM on a contractual basis.

The primary responsibility for a Customer Success Consultant is to be a customer technical & Consultancy interface. This entitles project implementation tasks, consultancy tasks to maximise the customers’ ROI of the tools and to manage and resolve technical break-fix product issues.

This requires: an ability to quickly gain a thorough understanding of the customer’s issues, priorities and environment; the ability to perform advanced diagnostic and troubleshooting; in order to provide timely and robust solutions to customer.

Many of the problem scenarios require trace analysis and proprietary log analysis. A detailed understanding of application performance and network management technologies is essential for this role.

Responsibilities

Serve as an expert in networking and network/application performance management, and/or applications delivery, utilizing Riverbed’s complete solution portfolio
Provide specialized planning and design expertise in network configuration and analysis, application performance troubleshooting and/or optimization.
Analyze and understand customer’s IT organization, requirements and processes, and use this knowledge to assist in achieving full adoption and utilization of Riverbed’s solutions to maximize ROI and business value
Present and articulate advanced product features, benefits, and overall product solutions
Produce solutions to fulfill customer needs within budget and schedule constraints
Work directly with customers, colleagues and other stakeholders to achieve project goals
Produce high quality design documents and as built design documents in accordance to riverbed best practices
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 manage open escalation cases
Provide accurate and prompt updates to customers.
Manage technical escalations and participate in conference calls internally and with customers.
Document knowledge in the form of knowledge base articles.

Required Skills, Knowledge, Experience And Qualifications

Bachelor of Science, Engineering, Information Technology or equivalent.
Minimum 5-year experience in professional services, technical consulting, technical support or network engineering/operations role
Extensive experience with IT Infrastructure Monitoring (ITIM) and Network Performance Management (NPM).
In depth experience with network and application analysis, reporting and performance monitoring tools, such as riverbed NPM, Netscout, Solarwinds, SevOne etc.
Ability to understand business requirements and challenges and transform these into technical solutions
Ability to think conceptually and to deliver practical results
Excellent verbal and written communication skills, and ability to communicate effectively with technical and non-technical audiences, drive IT projects forward in large organizations, and translate technical features into tangible customer business benefits
Proven ability to successfully communicate at all levels up to senior management
Flaunt spoken and written English language
Strong technical and problem-solving skills
Excellent client handling skills and Positive customer service attitude
Fast self-learner and Committed to learning new technical and non-technical skills, new technologies and stay up to date with it.
Self-motivated and capable of high performance under minimal supervision
Passion for teamwork and contributing to a world-class Customer Success team which values excellence, execution, and integrity
Experience in a customer facing technical support position, preferably within a networking technology company.

Desired Technical Skills

Solid understanding of network design, protocols, components and operations, Switching and Routing.
Qualified Network/Application certifications such as CCIE/CCNP, RCPE or RCSP-NPM level
Understanding of WAN technologies, bandwidth, latency and how bandwidth and latency restrictions affect application performance.
Previous experience of NetFlow collection, Packet monitoring, SNMP polling, Device configuration management and ITIM tools.
Experience reading and understanding packet captures using Sniffer, tcpdump, Ethereal/Wireshark, NetProfiler, AppTransaction Analyzer or similar tools.
Experience with any of the following: QoS, Netflow, NAT, SSL, HTTP, CIFS, MAPI, NFS, Firewalls and RAID.
Understanding multi-tier application architectures.
Strong knowledge of web application architecture and software including Web Servers (Apache, IIS),J2EE Application Servers (Websphere, Weblogic),Databases (Oracle, SQL Server, DB2) and/or Operating Systems (Linux, UNIX, Windows)
Installation and configuration experience with ESX, VMFS, storage sub-systems, cache architectures and windowing systems
Experience with Network devices (e.g. Cisco, Juniper) and Server Management.
Experience with Linux, Docker and Cloud, including troubleshooting of performance and resource utilization issues are a plus.
Experience with any of the following is a plus: TLS, Certificate, Firewalls, RAID
Virtualization experience with VMware systems and software is a plus.

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.

Check Us Out On

www.riverbed.com
@LifeAtRiverbed