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 an Escalation Enterprise TSE to join our APJ Support team in Kuala Lumpur, Malaysia reporting to the Senior Manager, Enterprise Support. In this role, you will provide remote support to high-profile customers for the Infoblox product and provide account management duties. This involves responding to customer inquiries via phone, email, and web, diagnosing/analyzing problems, providing weekly status reports, and solving customer issues with internal Infoblox teams, and visiting customers if needed. You are the ideal candidate if you pursue results relentlessly and enjoy problem solving. You are naturally inquisitive, like to tinker with technology, you are proactive and positive, and can solve complex situations in creative ways. What you’ll do:

• Provide remote technical support for Infoblox customers and partners
• Oversee 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 manager, resident engineer, and presales engineer
• Provide root cause analysis document for outages when needed
• Recommend new and existing solutions, which involve enhancing application/systems functionality, features, and defect repair
• Provide intuitive and inventive solutions and workarounds for customers
• Install and configure Infoblox products as well as third-party software for support lab testing purpose when needed
• Complete rotational on-call duty as assigned

What you’ll bring:

• Bachelor’s degree in computer science, engineering, or equivalent
• 6+ years of remote technical support experience
• Systems administration/network administration background desired
• Experience with mitigation of security threats at the firewall level and proficiency of attack patterns and DNS specific attacks
• Solid expertise in TCP/IP and networking protocols
• Sound knowledge of DNS, DHCP, and other product-related protocols and technology
• 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 required (Mandarin or other applicable Asian language is a plus)
• Excellent customer service skills and team player mindset
• Self-starter with the ability to multi-task in a high-pressure, fast-paced, rapid-growth environment

What success looks like:

• After six months, you will....
• Autonomously work on level 1 & level 2 cases to resolution
• Successfully achieve our highest level 3 technical troubleshooting competency through our Infoblox Qualified NIOS DDI Expert (INE) 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
• Contribute to creating technical content/KB articles
• Provide guidance and consultation for junior/new engineers
• Participate in rotation on-call duties as assigned

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.