Escalation Enterprise TSE - Thiruvananthapuram, India - Infoblox

Description

It's a great time to be part of Infoblox. Recognized as a Top 25 Cyber Security Company and listed among Inc. magazine's Best Workplaces in 2020, Infoblox leads in cloud-first networking and security services. Our solutions enable organizations to fully harness the cloud for network experiences that are seamless, scalable, and dependable for everyone. Serving major enterprises globally, including 70% of the Fortune 500, our triumph hinges on vibrant, skilled individuals who are enthusiastic about shaping the future of networking technologies—and enjoying the journey. We are in search of an Escalation Enterprise TSE to join our Support Operations team in Trivandrum, under the guidance of the Technical Support manager. As an Escalation Enterprise TSE, your role involves providing technical support to Infoblox customers, responding to inquiries through various channels, diagnosing problems, and offering solutions. In this dynamic and fast-paced setting, you hold a crucial role in enhancing the customer experience. The ideal candidate is a forward-thinking individual who excels in teamwork, works autonomously, and thrives on meeting deadlines and achieving results.

What you'll do:

• Provide remote technical support for Infoblox customers and partners
• Take full ownership of customer issues and see them through to resolution
• Research, diagnose, troubleshoot, and determine solutions to address customer problems
• Give prompt and precise feedback to customers
• Document knowledge through tech notes and articles
• Offer recommendations for improving solutions and enhancing functionality
• Utilize innovative thinking to provide customer-centric solutions and workarounds
• Install and set up Infoblox products and third-party software for testing purposes
• Support a 24x7x365 organization by working in rotational shifts and handling on-call duties

What you'll bring:

• 5+ years of experience in remote technical support, systems, and network administration
• Solid understanding of TCP/IP and networking protocols
• Proficiency in DNS, DHCP, and related product protocols and technology
• Strong communication skills, both verbal and written
• Familiarity with Microsoft/Linux operating systems preferred
• Knowledge of L2, L3 devices
• Excellent customer service abilities
• Outstanding analytical and organizational skills
• Ability to work well in a high-pressure, fast-growth environment, both independently and as part of a team
• Bachelor's degree or equivalent experience required

What success looks like:

After six months, you will...

• Handle different shift roles and responsibilities
• Collaborate with Engineering to resolve customer issues
• Manage outage calls effectively

After a year, you will...

• Take charge of all product-related issues
• Conduct training on existing and new features
• Become an expert in product features

We've got you covered:

Our comprehensive package includes health, wealth, and wellness benefits, a positive work environment, employee programs, and a vibrant company culture. We provide a competitive salary, benefits package, including a company-matched 401k, and generous paid time off to promote work-life balance. At Infoblox, we value transparency, curiosity, respect, and fun in our daily operations as we strive to exceed our customers' expectations.

Why Infoblox?

We have fostered a culture that celebrates and rewards innovation, curiosity, and creativity. By collaborating in a supportive environment that emphasizes continuous learning and embraces change, we achieve extraordinary results. Whether you are a software engineer, marketing manager, customer service professional, or product expert, you have a place here to grow and advance your career.