Staff 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 93 of the Fortune 100, 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 Staff Enterprise Technical Support Engineer (TSE) to join our Support Operations team in Trivandrum, reporting to the senior manager of Technical Support. In this role, you will provide technical assistance to our customers, including responding to customer inquiries via phone, email, and web, diagnosing/analysing problems, and providing workarounds to customers. The Infoblox environment includes networking and technologies such as DNS, DHCP, security, and cloud. In addition to comprehensive protocol and product training, you will also participate in online training and continuing education programs by the Infoblox training team.

You are the ideal candidate if you have Analytical mindset, Problem solving skills and customer service orientation.

What you’ll do:

• Create and deliver TOIs for the Support organization on new features
• Work on escalated and time sensitive cases from the TSE-T1, TSE-T2, or TSE-T3 queues or as requested by your supervisor
• Manage escalated issues with Engineering and attend bug scrub meetings
• Create RCA documents for highly impacted customer issues
• Manage deep-dive escalation issues with Engineering
• Mentor and train senior escalation engineers
• Analyze the quality of NIOSSPTs opened by senior TSE/senior escalation engineers
• Assess supportability RFE and prioritize them with Product management
• Partner with the account team during POC for must-win customers
• Develop field notification/support alerts for trending issues and vulnerabilities

What you’’ll bring:

• 5+ years of experience in a TAC role for global customers or 4 years of experience handling Infoblox products and customers
• Excellent knowledge in networking fundamentals — OSI & TCP/IP model
• Excellent knowledge in layer 2 and 3 device/protocol
• Proficient knowledge of DNS and DHCP protocols and configuration
• Excellent knowledge of AWS, SaaS, PaaS, IaaS, microservices, and related technologies such as Docker and Kubernetes
• Excellent knowledge of Python and Shell
• Excellent knowledge of Unix/Linux and Microsoft Windows operating systems
• Knowledge of JIRA and Salesforce CRM are a plus
• Experience in Enterprise and Service Provider networks
• Exceptional communication skills, both oral and written, coupled with excellent listening skills

What success looks like:

After six months, you will...

• Complete all mandatory senior escalation engineer training and lab exercises published by the Support Training team
• Complete all SaaS training
• Become the subject matter expert for products and technologies
• Develop expert level knowledge to support and troubleshoot all features

After about a year, you will...

• Handle high visibility escalations
• Attend PRD review meetings
• Mentor existing and new senior escalation engineers

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 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.