Senior Escalation Enterprise TSE

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 Escalation Enterprise TSE to join our EMEA Support team in the Netherlands, reporting to the Manager, Enterprise Support. In this role, you will play a crucial role in ensuring the success of our clients by delivering top-notch technical support for our industry-leading products and solutions. You will also troubleshoot and resolve complex technical issues, provide expert guidance, and collaborate with cross-functional teams to deliver exceptional customer service.

What you’ll do:

• Provide expert-level technical support to service provider customers, including troubleshooting, root cause analysis, and problem resolution
• Handle escalated support cases and work closely with Tier 1 and Tier 2 support engineers to ensure timely and effective issue resolution
• Collaborate with cross-functional teams, including Engineering, Product Management, and Sales, to drive customer success and product improvement initiatives
• Serve as a subject matter expert on Infoblox solutions for service providers, staying up-to-date with the latest product features, enhancements, and industry trends
• Document and track customer interactions, technical issues, and resolutions in the ticketing system to ensure accurate and comprehensive records
• Participate in knowledge sharing activities, including creating technical documentation, FAQs, and best practices guides for internal and external use
• Conduct regular training sessions and workshops for Tier 1 and Tier 2 support engineers to enhance their technical knowledge and troubleshooting skills
• Identify and escalate product enhancement requests, bug reports, and customer feedback to the appropriate teams for further investigation and resolution
• Contribute to the development and improvement of support processes, tools, and methodologies to optimize efficiency and customer satisfaction
• Stay up-to-date on industry trends, emerging technologies, and competitive landscape related to network automation, DNS, DHCP, and IP address management (DDI) solutions

What you’ll bring:

• Bachelor’s degree in computer science, engineering, or a related field
• Minimum 8 years of experience in a technical support role, preferably with a focus on large-scale network environments
• In-depth knowledge of network protocols, DNS, DHCP, IPAM, and related protocols and a solid understanding of network security concepts and practices
• Experience troubleshooting complex networking and system-related issues, including TCP/IP, routing, switching, and firewalls
• Proficiency in Linux/Unix operating systems and scripting languages, such as Python and Perl, for automation and troubleshooting purposes
• Familiarity with virtualization and cloud technologies including OpenStack, AWS, and Azure is highly desirable
• Excellent problem-solving and analytical skills with the ability to think creatively and adapt to dynamic situations
• Exceptional customer service and communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences
• Excellent organizational and time management skills to handle multiple tasks and priorities effectively
• Willingness to work flexible hours and participate in an on-call rotation for critical customer support

What success looks like:

After six months, you will....

• Autonomously work on Level-1 and Level- 2 support cases to resolution
• Successfully achieve our highest Level-3 technical troubleshooting competency through our CDAT certification
• Learn some of our best-in-class internal processes and tools required for the role

After about a year, you will...

• Independently work on critical Severity-1 calls to resolution
• Be able to independently engage with Infoblox Engineering

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 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.