We are looking for an Enterprise Technical Support Engineer-SaaS to join our SaaS Technical Support team in Trivandrum, Kerala, reporting to the senior manager of NOC & SaaS Support. In this role, you will provide technical assistance for Infoblox SaaS customers—responding to customer inquiries via phone, email, chat, and web; diagnosing and analyzing problems; working collaboratively with internal teams like Engineering; and providing workarounds and answers for customer issues and questions. 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 passionate learner who is eager to take on exciting new technologies, understand customer issues, and work relentlessly to find solutions. You are an independent, proactive, outside-the-box thinker who collaborates across teams and is driven by meeting deadlines and achieving results.
What you’ll do:
Provide remote technical support for Infoblox SaaS customers and partners
Take ownership of customer issues and see problems through to resolution
Research, diagnose, troubleshoot, and identify solutions to resolve customer issues
Provide prompt and accurate feedback to customers
Write knowledge-based tech notes and articles
Recommend new and existing solutions, which involves enhancing applications and systems functionality, features, and defect repairs
Use your intuition and innovation to provide solutions and workarounds for customers
Install and configure Infoblox products and third-party software for support lab testing purposes
Collaborate with Engineering to fix product bugs and make product enhancements
Support a 24x7x365 organization by working rotational shifts and taking on-call responsibilities
What you’ll bring:
1+ years of experience in supporting Infoblox customers
Solid knowledge in TCP/IP and networking protocols
Excellent verbal and written communication skills
Excellent customer service skills
Basic understanding of DNS and DHCP
Basic knowledge in protocols such as VRRP, OSPF, and BGP
Basic understanding of AWS, SaaS, PaaS, IaaS, and microservices
Basic understanding of one or more operating systems (Microsoft/Linux) is desirable
Ability to multitask in a high-pressure, fast-paced, fast-growth environment
Willingness to relocate to Trivandrum
Willingness to work in night shifts
What success looks like:
After six months, you will…
Understand Infoblox SaaS product technologies and protocols
Handle Infoblox customer issues
Work closely with teams within Support and Engineering to resolve customer-related issues
After about a year, you will…
Have proficient knowledge of Infoblox SaaS product technologies and protocols
Handle service-impacting customer issues to closure
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.
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