Manager, Enterprise Support

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 Manager, Enterprise Support to join our EMEA Support team in the Netherlands, reporting to the senior director of Enterprise Support. In this role, you will be responsible for managing and leading a team of technical support engineers, who are accountable for all aspects of our portfolio, which includes DNS/DCHP/IPAM. This is an exceptional opportunity to join a growing, successful, and innovative organization. At Infoblox, you will be able to thrive in a unique work environment that emphasizes career growth, excellence, innovation, and collaboration.

You are the ideal candidate if you have experience leading complex customer support operations along with a proven record of building highly efficient cross-functional teams, with an unwavering focus on continuous improvement.

What you’ll do:

• Manage the daily operational performance of our technical support center
• Drive resolution of complex production issues, including escalation, delivery, and operational processes
• Hire, develop, and lead a team of technical support engineers
• Manage the business relationship between customers, Infoblox teams, and channel partners
• Collaborate with other organizations, such as Sales, Engineering, QA, and IT, to improve overall customer satisfaction objectives
• Seek and define improvements in the areas of escalation management and processes
• Ensure current escalation procedures are followed and help educate teams on the process
• Conduct cadence calls with critical customers

What you’ll bring:

• Minimum 5 years of experience managing technical support teams of at least three direct reports, technical account management teams, or complex call centers
• Minimum 5 years of hands-on technical support experience for a cloud and networking product is a plus; support experience in SaaS, including DNS/DHCP, is preferred
• Broad functional knowledge in all aspects of technical support management, including training and staff development, support planning, logistics, and process/policy improvement
• Experience managing complex projects
• Outstanding written and verbal communication skills
• Knowledge of cloud, TCP/IP, SNMP, DNS/DHCP, routing/switching, Unix/Linux, and general end-to-end networking; direct hands-on experience in these areas is highly desired
• Bachelor’s degree required, preferably in computer science, computer engineering, or IT

What success looks like:

After six months, you will...

• Have a basic understanding of Infoblox’s product portfolio and operational procedures
• Manage a team of technical support engineers and ensure that they are meeting their goals and objectives
• Provide guidance and mentorship to your team members
• Manage and track escalations to ensure that they are resolved in a timely and efficient manner, and provide regular updates to customers and other stakeholders on the status of escalations

After about a year, you will...

• Gain deep knowledge of Infoblox’s portfolio and environment
• Collaborate with cross-functional stakeholders to facilitate escalation process improvements and consistent customer satisfaction
• Provide feedback to these departments on customer issues and make recommendations for improvements
• Lead your team to achieve goals and KPIs while fostering an environment focused on career development and growth

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 Provident Fund 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.