Senior Escalation Enterprise TSE, Infoblox
Secure cloud-managed network services
Job no longer available
Secure cloud-managed network services
1001+ employees
Job no longer available
1001+ employees
Company mission
To simplify complex distributed networking and security by delivering modern, cloud-first networking and security services.
Role
Who you are
- You’re the ideal candidate if you are a passionate learner who is eager to take on exciting new technologies, understand customer issues, and work relentlessly to find solutions. You are an independent, proactive, outside-the-box thinker who collaborates across teams and is driven by meeting deadlines and achieving results
- Bachelor’s degree in computer science, engineering, or a related field
- Minimum 8 years of experience in a technical support role, preferably with a focus on large-scale network environments
- In-depth knowledge of network protocols, DNS, DHCP, IPAM, and related protocols and a solid understanding of network security concepts and practices
- Experience troubleshooting complex networking and system-related issues, including TCP/IP, routing, switching, and firewalls
- Proficiency in Linux/Unix operating systems and scripting languages, such as Python and Perl, for automation and troubleshooting purposes
- Familiarity with virtualization and cloud technologies including OpenStack, AWS, and Azure is highly desirable
- Excellent problem-solving and analytical skills with the ability to think creatively and adapt to dynamic situations
- Exceptional customer service and communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences
- Excellent organizational and time management skills to handle multiple tasks and priorities effectively
- Willingness to work flexible hours and participate in an on-call rotation for critical customer support
What the job involves
- We are looking for a Senior Escalation Enterprise TSE to join our EMEA Support team in the Netherlands, reporting to the Manager, Enterprise Support.
- In this role, you will play a crucial role in ensuring the success of our clients by delivering top-notch technical support for our industry-leading products and solutions. You will also troubleshoot and resolve complex technical issues, provide expert guidance, and collaborate with cross-functional teams to deliver exceptional customer service
- Provide expert-level technical support to service provider customers, including troubleshooting, root cause analysis, and problem resolution
- Handle escalated support cases and work closely with Tier 1 and Tier 2 support engineers to ensure timely and effective issue resolution
- Collaborate with cross-functional teams, including Engineering, Product Management, and Sales, to drive customer success and product improvement initiatives
- Serve as a subject matter expert on Infoblox solutions for service providers, staying up-to-date with the latest product features, enhancements, and industry trends
- Document and track customer interactions, technical issues, and resolutions in the ticketing system to ensure accurate and comprehensive records
- Participate in knowledge sharing activities, including creating technical documentation, FAQs, and best practices guides for internal and external use
- Conduct regular training sessions and workshops for Tier 1 and Tier 2 support engineers to enhance their technical knowledge and troubleshooting skills
- Identify and escalate product enhancement requests, bug reports, and customer feedback to the appropriate teams for further investigation and resolution
- Contribute to the development and improvement of support processes, tools, and methodologies to optimize efficiency and customer satisfaction
- Stay up-to-date on industry trends, emerging technologies, and competitive landscape related to network automation, DNS, DHCP, and IP address management (DDI) solutions
- After six months, you will…
- Autonomously work on Level-1 and Level- 2 support cases to resolution
- Successfully achieve our highest Level-3 technical troubleshooting competency through our CDAT 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
Our take
Infoblox is widely recognized as a market leader in the security and networking space, particularly in DNS, DHCP and IP address management (DDI). About 70% of the Fortune 500 use Infoblox’s solutions, including Deloitte, GlaxoSmithKline, Nestle, PayPal, Pfizer, and Samsung.
The company has been around since 1999, but a 2016 acquisition by Vista Equity Partners helped bring new investment. Since then, Infoblox has invested heavily in developing next-gen, cloud native applications that the shift to hybrid and remote working has rendered incredibly valuable. It’s been able to open up offices in 21 countries and continuously expand its workforce.
After its latest round of funding led by Warburg Pincus, one of the most active growth investors in enterprise technology and cloud-based platforms, the company’s position as a market leader looks secure.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Apr 2005
$30m
SERIES E
Feb 2004
$21m
SERIES D
Total funding: $53m
Company benefits
- To keep you healthy and strong all year long, we offer medical, vision, and dental benefits for Bloxers and their families (depending on location). In addition, we also offer a total wellbeing solution sure to keep Bloxers feeling their best!
- We have rich time-off policies across the globe which allow all our Bloxers to rest up, recharge and take care of themselves and their loved ones. It’s all about keeping your work schedule and personal life in balance
- Free, confidential, professional assistance anywhere and anytime you need it. Our EAP is here to assist our global Bloxers (and their families) to resolve personal and/or work-related stresses as they arise
- Giving back to our global communities is just as important to us as receiving our benefits. We offer Bloxers 2 full workdays to volunteer in their local communities, and we also match donations to charities
- We have a platform dedicated to Bloxers showing Bloxers appreciation and kudos for outstanding performance and everyday excellence, with recognitions converting into currency for gifts and more
- Our dedicated team operates alongside a world-class education platform to ensure we’re offering all Bloxers the training to keep their hard and soft skills sharp. No matter what your position, we have the track for you!
Company HQ
Santa Clara, California, United States
Leadership
Jesper Andersen
(Independent Board Director)Prior to joining Infoblox in 2014, they worked as Senior Vice President for Network Management at Cisco Systems. Previously they held management roles at Oracle, PeopleSoft, and Pivotal Software.
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