Sr Tech Support Escalation Engr - Service Provider

Job Description

Infoblox’s Support Team is looking for an ambitious and intelligent individual to join our highly talented group in any major city where Infoblox is based. As a Senior Technical Support Escalations Engineer (TSE’s), you will be specifically focused on supporting Infoblox’s Service Provider customers. You will be given the opportunity to get hands-on experience working with bleeding-edge technology in a growing company. Come join a team where we have mentors that provide their team with all the skills, tools, and knowledge to cultivate a long and successful career.

Our Tier 3 Sr TSE’s work with customers (internal and external) to solve complex situations in creative ways. With our new Cloud and Security offerings, you will be at the forefront of relevant and necessary technology. If you are passionate about technology, customer service, and have a Service Provider background, then this opportunity is right for you.

Responsibilities:

• Provide (remote) technical support for Infoblox Service Provider customers and partners
• If needed, assist with ongoing Support Escalations from non-Service Provider customers
• Take ownership of customer issues reported and see problems through to resolution
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Provide prompt and accurate feedback to customers
• Partner with and support assigned Infoblox Technical Account Managers; resident engineers and sales engineers
• Provide root cause analysis document for outages when needed
• Recommend new and existing solutions, which involve enhancing application/systems functionality, features and defect repair
• Be intuitive and inventive by providing solutions and workarounds for customers
• Install and configure Infoblox products as well as third-party software for support lab testing purpose when needed
• Mentor the more junior Tier 1 and new Tier 2 Engineers
• Complete rotational on-call duty as assigned

Requirements:

• 8+ years remote Technical support/Systems administration/Network administration background desirable
• Strong background and knowledge in Service Provider architectures and solution creation
• Solid expertise in TCP/IP and networking protocols
• Sound knowledge of DNS, DHCP and other product related protocols and technology
• Ability to read and comprehend detailed network topology maps
• Ability to read log-level data such as; sniffer traces, SNMP traps, crash files, and system logs
• Excellent verbal and written communication skills. Fluency in English is a must (Mandarin or other applicable Asian language is a plus)
• Working knowledge of L2 switching and L3 routing technologies or protocols
• Strong customer service skills
• Self-starter with the ability to multi-task in a high-pressure, fast-paced, fast-growth environment
• Team player

Preferred Skills:

• Knowledge of network security management, firewalls, and security protocols
• Experience with mitigation of security threats at firewall level Knowledge of attack patterns and DNS specific attacks
• Understanding of one or more operating systems (Unix/Microsoft)
• Programming and/or scripting skills (Python or bash preferred)
• End-to-end networking troubleshooting skills a plus
• Experience with third-party solutions such as F5 Load Balancers, Cisco Routers/switches, Juniper routers
• Certifications: CCNA, Security+, CICA, CIST and/or CISSP

Education:

• Bachelor’s degree in computer science, Computer Engineering, or another technical field

It’s an exciting time to be at Infoblox. Named as one of the top 25 Cyber Security companies by The Software Report, we are leading the way to next-level DDI with its Secure Cloud-Managed Network Services, bringing next level security, reliability and automation to cloud and hybrid systems, managed through a single pane of glass. Infoblox is a recognized leader trusted by 93% of Fortune 100 and having a world-class net promoter score of 58.4. We believe that a fun, caring, collaborative, and learning work environment will stimulate creativity and innovation that results in customer satisfaction and business success. To check out what it’s like to be a Bloxer, click here.