Senior Enterprise Technical Support Engineer - SaaS

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 Senior Enterprise TSE - 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; working on high severity and escalated issues; 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 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  
• Create knowledge base article, troubleshooting guides, playbooks, whitepapers, and technical training  
• 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:  

• 18+ months of remote technical support, systems administration, and network administration background is 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  
• Ability to multitask 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.