Enterprise Technical Support Engineer, Infoblox
SaaS
$55.3-79.8k
+ Corporate Bonus
2+ days a week in office (Burnaby, British Columbia)
Secure cloud-managed network services
Open for applications
Secure cloud-managed network services
1001+ employees
Open for applications
$55.3-79.8k
+ Corporate Bonus
2+ days a week in office (Burnaby, British Columbia)
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 are 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
- 1+ year of experience in a Technical Assistance Centre role for global customers
- Solid knowledge in TCP/IP and networking protocols
- Excellent verbal and written communication skills
- Excellent customer service skills
- Basic understanding of DNS and DHCP
- Basic knowledge in protocols such as VRRP, OSPF, and BGP
- Basic understanding of AWS, SaaS, PaaS, IaaS, and microservices
- Basic understanding of one or more operating systems, such as Microsoft or Linux is desirable
- Ability to multitask in a high-pressure, fast-paced, fast-growth environment
What the job involves
- We are looking for an Enterprise Technical Support Engineer–SaaS to join our SaaS Technical Support team in Burnaby, BC, reporting to the senior manager of Enterprise Support
- In this hybrid role, you will provide technical assistance for Infoblox SaaS customers, including responding to customer inquiries via phone, email, chat, and web
- You will also diagnose and analyze problems, work collaboratively with internal teams like Engineering, and provide workarounds and answers for customer issues and questions
- This is a complex, fast-paced environment, and you will own the most critical part of the customer experience
- Provide remote technical support for Infoblox SaaS 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
- Write knowledge-based tech notes and articles
- Recommend new and existing solutions, which involves enhancing applications and systems functionality, features, and defect repairs
- 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
- Collaborate with Engineering to fix product bugs and make product enhancements
- Support a 24x7x365 organization by taking on-call responsibilities
- What success looks like:
- After six months, you will:
- Understand Infoblox SaaS product technologies and protocols
- Handle Infoblox customer issues
- Work closely with teams within Support and Engineering to resolve customer-related issues
- After about a year, you will:
- Have proficient knowledge of Infoblox SaaS product technologies and protocols
- Handle service-impacting customer issues to closure
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
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 values
- Collaboration
- No jerks
- Delight our customers
- Fun
- Absolute integrity
- Transparency
- Respect for others
Company HQ
Santa Clara, California, United States
Articles
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.
Salary benchmarks
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Diversity, Equity & Inclusion at Infoblox
- Black Employee Resource Group
- Culture Club
- NeXtGen Employee Resource Group
- The Pride and Friends Employee Resource Group
- Veterans Employee Resource Group
- Women At Infoblox Network
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