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I worked at Riverbed TechnologyRecommendsNegative OutlookApproves of CEORecommendsNegative OutlookApproves of CEO
Nice working environment and very nice people (I worked in their UK Support Team). Good facilities. Salaries are okay but working as a "Level 3" Support Engineer can be horrible because of the lack of Level 1 or 2 tiers (much to my surprise after I had joined).
No triage of cases and lip-service to prioritisation degrades the customer service and debilitates the engineer! Some managers are truly open to suggestions and improvements but are almost always thwarted by upper-management. I did like working there but felt that I had no chance of progressing any further - I would have been a first-line support engineer for the rest of my life. What a great shame.
Advice to Management
Please employ someone to take some of the first-line cases. So-called "Level-3" engineers should not be abandoning cases where there are real problems to answer a call about a serial number or shipment. TAC engineers aren't switchboard operators!