We are looking for an Escalation Enterprise Technical Support Engineer to join our Support Operations team in Trivandrum, reporting to the manager of Enterprise 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 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
Document knowledge in the form of knowledge-based tech notes and articles
Recommend new and existing solutions, which involve enhancing application and systems functionality, features, and defect repair
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
Support a 24x7x365 organization by working rotational shifts and taking on-call responsibilities
What you’ll bring:
24+ months remote technical support, systems administration, and network administration background desirable
Solid knowledge in TCP/IP and networking protocols
Solid knowledge in DNS, DHCP, and other product-related protocols and technology
Excellent verbal and written communication skills
Understanding of one or more operating systems (Microsoft/Linux) is desirable
Working knowledge of L2, L3 devices
Strong customer service skills
Outstanding analytical and organizational ability
Self-starter and a good team player with the ability to multi-task in a high-pressure, fast-paced, fast-growth environment
Bachelor’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 shifts
Work with Engineering to resolve customer issues
Handle outage calls
After about a year, you will…
Handle all product-related issues
Deliver TOI on existing and new features
Work 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.
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