Description

It’s an exciting time to be at Infoblox. Named a Top 25 Cyber Security Company by The Software Report and one of Inc. magazine’s Best Workplaces for 2020, Infoblox is the leader in cloud-first networking and security services. Our solutions empower organizations to take full advantage of the cloud to deliver network experiences that are inherently simple, scalable, and reliable for everyone. Infoblox customers are among the largest enterprises in the world and include 70% of the Fortune 500, and our success depends on bright, energetic, talented people who share a passion for building the next generation of networking technologies—and having fun along the way.       

We are looking for an Escalation Enterprise TSE to join our Support Operations team in Bangalore, reporting to the manager of Technical Support. In this role, you will be responsible for providing technical assistance to Infoblox customers. This involves responding to customer inquiries via phone, email, and web, diagnosing and analyzing problems, and providing workarounds for customers. This is a complex, fast-paced environment, and you will own the most critical part of the customer experience.       

You’re the ideal candidate if you are a strategic thinker who is driven to collaborate across teams, operates independently, and is deadline and results-driven.       

What you’ll do:   

Provide remote technical support for Infoblox customers and partnersTake ownership of customer issues and see problems through to resolutionResearch, diagnose, troubleshoot, and identify solutions to resolve customer issuesProvide prompt and accurate feedback to customersDocument knowledge in the form of knowledge-based tech notes and articlesRecommend new and existing solutions, which involve enhancing application and systems functionality, features, and defect repairUse your intuition and innovation to provide solutions and workarounds for customersInstall and configure Infoblox products and third-party software for support lab testing purposesSupport a 24x7x365 organization by working rotational shifts and taking on-call responsibilities

What you’ll bring:       

4+ years of remote technical support, systems administration, and network administration background desirableSolid knowledge of TCP/IP and networking protocolsSolid knowledge of DNS, DHCP, and other product-related protocols and technologyExcellent verbal and written communication skillsUnderstanding of one or more operating systems (Microsoft/Linux) is desirableWorking knowledge of L2, L3 devicesStrong customer service skillsOutstanding analytical and organizational abilitySelf-starter and a good team player with the ability to multi-task in a high-pressure, fast-paced, fast-growth environmentBachelor’s degree or relevant experience is required

What success looks like:       

After six months, you will…       

Perform in shift roles like bullpen, standby, and weekend shiftsWork with Engineering to resolve customer issuesHandle outage calls

 After about a year, you will…       

Handle all product-related issuesDeliver TOI on existing and new featuresWork on becoming a features expert

We’ve got you covered:       

Our holistic benefits package includes coverage of your health, wealth, and wellness—as well as a great work environment, employee programs, and company culture. We offer a competitive salary and benefits package, including a 401k with company match and generous paid time off to help you balance your life. We have a strong culture and live our values every day—we believe in transparency, curiosity, respect, and above all, having fun while delighting our customers.       

Why Infoblox?       

We’ve created a culture that embraces diversity, equity, and inclusion and rewards innovation, curiosity, and creativity. We achieve remarkable results by working together in a supportive environment that focuses on continuous learning and embraces change. So, whether you’re a software engineer, marketing manager, customer care pro, or product specialist, you belong here, where you will have the opportunity to grow and develop your career. Check out what it’s like to be a Bloxer. We think you’ll be excited to join our team.