What are the responsibilities and job description for the Staff Enterprise TSE position at Infoblox?
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 an Staff Enterprise TSE to join our Support Team in North America, reporting to the manager of Escalation Support. In this remote role (US), you will provide escalation assistance to Infoblox support engineers, customers, partners, and field operations. You will respond to escalated cases through our case tracking system, phone, email, and web, diagnosing and analyzing complex technical problems and providing root causes summaries and workarounds for customers. You will also be the technical liaison between the Support and Engineering teams. Please note that US Citizenship is required for this role.
You are the ideal candidate if you are ambitious, intelligent and passionate about technology and outstanding customer service.
What you’ll do:
- Act as the escalation point for Tier-2 support engineers
- Take over highly visible, critical customer issues and manage independently through to completion
- Troubleshoot complex customer environments and provide root cause analysis, as well as workarounds
- Communicate with the Engineering team on potential defects
- Recommend new and existing solutions which involve enhancing application / systems functionality, features, and defect repair
- Be on the standby shift for Severity-1outage escalations
- Participate in weekend on-call rotation
- Occasional travel may be required
- 5-10 years of experience working in a technical support role, preferably in enterprise and/or service provider networks
- Experience supporting SaaS technology
- Proficient knowledge of DNS and DHCP protocols and configuration
- Knowledge on commonly used Internet protocols, such as NTP, SNMP, and FTP
- Hands-on experience with Unix/Linux and Microsoft Windows operating systems
- Knowledge of authentication protocols, such as AD, RADIUS, and LDAP
- Solid knowledge in TCP/IP and networking protocols, such as VRRP, OSPF, and BGP
- Basic scripting skills — C, Python preferred
- Knowledge of JIRA, Salesforce CRM, not required but a plus
- Bachelor’s degree in computer science, computer engineering, or another technical field (Cisco or Microsoft certification(s) preferred)
- Make progress in onboarding training, learning Internet protocols in details
- Passing basic tests
- Meeting team members and getting used to the Infoblox Support teamwork
- Complete most of the onboarding tests
- Work closely with different Support and Engineering teams
- Be introduced to specific T3 roles and on-call shift
- Start your T3 role
- Onsite massages, clubs, farmers market, and fitness classes
- Delicious and healthy snacks and beverages
- Electric vehicle charging stations
- Outdoor amenities, seating, and courtyard BBQ
- Dog park and pet-friendly programs
- Newly remodeled offices with state-of-the-art amenities
