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 Technical Support Engineer - Tier 2 to join our Support Operations team in Trivandrum, reporting to the manager of Technical Support.
In this role, you will be responsible for providing technical assistance to Infoblox customers. This involves responding to customer inquiries via phone, email, and web;
diagnosing and analyzing problems; and providing workarounds for customers. This is a complex, fast-paced environment, and you will own the most critical part of the customer experience.
You’re the ideal candidate if you are a strategic thinker who is driven to collaborate across teams, operates independently, and is deadline and results-driven.
What you’ll do :
Provide remote technical support for Infoblox customers and partners
Take ownership of customer issues and see problems through to resolution
Research, diagnose, troubleshoot, and identify solutions to resolve customer issues
Provide prompt and accurate feedback to customers
Document knowledge in the form of knowledge-based tech notes and articles
Recommend new and existing solutions, which involve enhancing application and systems functionality, features, and defect repair
Use your intuition and innovation to provide solutions and workarounds for customers
Install and configure Infoblox products and third-party software for support lab testing purposes
Support a 24x7x365 organization by working rotational shifts and taking on-call responsibilities
What you’ll bring :
3+ years remote technical support, systems administration, and network administration background desirable
Solid knowledge in TCP / IP and networking protocols
Solid knowledge in DNS, DHCP, and other product-related protocols and technology
Excellent verbal and written communication skills
Understanding of one or more operating systems (Microsoft / Linux) desirable
Working knowledge of L2, L3 devices
Strong customer service skills
Outstanding analytical and organizational ability
Self-starter and a good team player with the ability to multi-task in a high-pressure, fast-paced, fast-growth environment
Bachelor’s degree or relevant experience is required
What success looks like :
After six months, you will
Perform in shift roles like bullpen, standby, and weekend shifts
Work with Engineering to resolve customer issues
Handle outage calls
After about a year, you will
Handle all product-related issues
Deliver TOI on existing and new features
Work on becoming a features expert
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.