SME, Enterprise TSE

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 a SME, Enterprise TS to join our Technical Support team in Trivandrum, Kerala, reporting to the manager of Technical Support. In this role, you will be involved in training, coaching and guiding technical support engineers (TSE) on Infoblox technologies and core networking protocols. This is an exceptional opportunity to join a strong, growing, innovative organization. Infoblox allows you to thrive in a unique work environment where the emphasis is on career growth, excellence, and collaboration.

You’re the ideal candidate if you are a great collaborator who is eager to learn, operates independently, provides constructive feedback, and excels in providing training and sharing knowledge.

• Point of contact for Expert Technical consultation for Support Team on assigned SME feature.
• Provide in-depth troubleshooting and log analysis to identify probable causes for SaaS products.
• Review cases owned by TSEs to provide assistance.
• Identify knowledge gaps within the team and provide resolution to fix those gaps.
• Create product and supportability enhancement requests.
• Create lab environments for assigned features
• Get on customer calls if required or requested by management.
• Identify recurring issues and escalate appropriately for permanent resolution
• Be part of engineering meetings to suggest product improvements or suggestions.
• Create training materials/TOI’s/Troubleshooting guides or provide trainings.
• Publish and create KB articles.

• Excellent verbal and written English communication skills 
• 3+ years of experience providing remote technical support 
• Solid knowledge of DNS and DHCP protocols and configuration 
• Solid knowledge on Infoblox SaaS products and technologies. 
• Solid knowledge of cloud platforms and functionality.  
• Definite Plus Requirements: REST API programming. 
• Basic scripting skills – Python preferred 
• Understanding of one or more operating systems (Microsoft/Linux) is desirable 
• Strong customer service skills 
• Ability to multitask in a high-pressure, fast-paced, fast-growth environment 
• Bachelor’s degree or relevant experience is required 

• Expert with specific Infoblox product/technology 
• Assist support/customer on those product/technology 
• Work closely with teams within Support and Engineering to resolve customer-related issues 

• Conduct training sessions and create training/documentations on the assigned features. 
• File supportability RFEs for the features. 
• Be part of engineering meetings to suggest product improvements or suggestions.

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.

#LI-SS1

#LI-Onsite