Senior Technical Support Engineer

Job Description

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 Technical Support Engineer to join our Support team in the United States, reporting to the Manager of Enterprise Support. Our Tier 2 Senior TSE’s work with internal and external customers to solve complex situations creatively. In this role, you will get hands-on experience working with cutting-edge technology in a growing company. With our new cloud and security offerings, you will be at the forefront of relevant and necessary technology. If you are passionate about technology and customer service, this opportunity is right for you.

You’re the ideal candidate if you are a self-motivated team player with excellent customer service skills who possesses strong organizational and communication skills.

What you’ll do:

• Install and configure Infoblox products and third-party software for support lab testing purposes
• Provide remote and on-site technical support for Infoblox customers and partners
• Recommend new and existing solutions which involve enhancing application/systems functionality, features, and defect repair
• Work closely with third-party software vendors and their professional services groups to solve complex integration problems
• Use your intuition and creativity to provide solutions and workarounds for customers

What you’ll bring:

• 2+ years of experience in a hands-on technical role
• 2+ years of experience with NetMRI
• Experience with both Unix/Linux and Microsoft Windows operating systems
• Solid knowledge in TCP/IP and networking protocols
• Working knowledge of Layer 3 firewall, switches, and routers
• Knowledge of authentication protocols, such as AD and LDAP
• Knowledge of DNS and DHCP protocols and configuration (hostmaster experience)
• Knowledge of SNMP versions 1, 2, and 3
• VMware, Openstack, or other virtualization experience
• Recent experience in providing remote or on-site technical support
• Aptitude to quickly grasp current software functionality and third-party products to extend that functionality to meet new and evolving requirements
• Experience with scripting and/or programming with languages like Python and Perl
• Bachelor’s of Science in CS, CE, or other technical fields

What success looks like:

After six months, you will...

• Have achieved multiple certifications related to DDI and Network Insight training completions
• Have greatly expanded your knowledge and ability to create complex scripts
• Establish a fundamental understanding of Infoblox core service offering

After about a year, you will...

• Be considered a professional in your support role—exercising best-in-class levels of customer service and problem-solving skills
• Have the ability to progress your role in the support operation into more senior-level roles
• Expand your knowledge of the Infoblox SaaS product line, achieving certification along the way

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 a 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.

Speaking of a great work environment, here are just a few of the perks you may enjoy, depending on your location...

• On-site massages, clubs, farmers market, and fitness classes
• Delicious and healthy snacks and beverages
• Electric vehicle charging stations
• Outdoor amenities, seating, and courtyard BBQ
• Dog park and pet-friendly programs
• Newly remodeled offices with state-of-the-art amenities

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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