Staff Support NPI and Enablement Manager

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 Staff Support NPI and Enablement Manager to join our Support Operations team in Trivandrum, reporting to the senior manager of Enterprise Support Enablement & Operations. In this role, you will manage the NPI program and enablement for the Enterprise Technical Support Team. Your responsibilities will include identifying and prioritizing critical supportability features and tools. This is an outstanding opportunity to become a part of a robust, expanding, and forward-thinking organization. At Infoblox, we foster an environment conducive to personal and professional growth, where we prioritize excellence, innovation, and teamwork. You are the ideal candidate if you possess a strategic mindset, an action-oriented approach and enjoy leading enablement projects. What you’ll do:

• Prepare the Support team for new product releases by organizing and leading transfer of information (TOI) sessions delivered by Engineering
• Coordinate with subject matter experts (SME) to develop comprehensive training materials and programs for different tiers of the support structure to handle new features and technologies
• Identify the impact of Support tools and processes and engage the Support Management/Service Operations team for impact resolution
• Identify new skill set requirements based on upcoming product features and ensure the Support team is proficient and ready to address customer issues
• Identify and prioritize essential supportability features and tools
• Collaborate with Product Management to plan and integrate these features into the product design and development phases
• Facilitate effective communication channels and regular updates between Product Management, Engineering, and Support teams
• Ensure all relevant stakeholders are informed of product updates, potential challenges, and the impact on customer support
• Act as a liaison between the Technical Support, Product Management, and Engineering teams
• Serve as a Support SME to review and provide constructive feedback on features of our products, ensuring their supportability and alignment with customer needs

What you’ll bring:

• Solid understanding of product management and engineering processes
• Infoblox Product and Support process knowledge at Tier 4 or above
• Proven experience as a program manager, preferably in a technical support or product development environment
• Excellent communication and leadership skills, with an ability to lead cross-functional teams
• Demonstrated ability to manage multiple projects simultaneously and meet deadlines
• Knowledge of customer support processes and technologies
• 5+ years of hands-on technical support experience for a networking product is a plus; support experience of DNS/DHCP is preferred
• Knowledge of 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 in computer science, computer engineering, IT, or related field required

What success looks like: After six months, you will...

• Organize and lead multiple TOI sessions with Engineering
• Develop and deploy effective training materials with SMEs
• Identify and resolve impacts on Support tools and processes
• Ensure the Support team is proficient in new product features
• Establish strong communication channels between all teams

After about a year, you will...

• Establish a proactive Support structure that meets customer needs
• Integrate essential supportability features into product design
• Ensure the Support team is a key stakeholder in product development
• Maintain high engagement and communication among all stakeholders
• Position yourself as a trusted Support SME, providing valuable feedback on products

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 matches 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.