Enterprise Technical Support Engineer

2 Days ago • 1 Years +

About the job

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Description

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 Enterprise Technical Support Engineer to join our Support Operations team in Tacoma, WA, reporting to the manager of Technical Support. In this role, you will provide 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 are 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

What you’ll bring:

At least one year of remote technical support experience; systems administration and network administration background desirable
Solid knowledge of TCP/IP and networking protocols
Ability and desire to learn DNS, DHCP, and other product-related protocols and technology
Excellent verbal and written communication skills
Understanding of one or more operating systems, including Microsoft and Linux, is desirable
Working knowledge of L2, L3 devices
Excellent 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, rapid-growth environment
Bachelor’s degree or relevant experience is required

What success looks like:

After six months, you will…

Provide technical support for Federal Infoblox customers and partners
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:

In the spirit of pay transparency, we are excited to share our compensation philosophy. At Infoblox, we believe in paying for performance. You can expect our employment offers to take many factors into consideration, including but not limited to the location of the role, internal equity, applicable past experience, individual skill set, education, and professional certifications. Please keep in mind that the range mentioned is the base salary range for the role. The typical base salary range for this position in Tacoma, WA is $60,400 - $87,010 plus corporate bonus potential.

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.

Speaking of a great work environment, here are just a few of the perks you may enjoy, depending on your location…

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

Why Infoblox?

We’ve created a culture that embraces diversity, equity, and inclusion and rewards innovation, curiosity, and creativity. We achieve remarkable results by working together in a supportive environment that focuses on continuous learning and embraces change. So, whether you’re a software engineer, marketing manager, customer care pro, or product specialist, you belong here, where you will have the opportunity to grow and develop your career. Check out what it’s like to be a Bloxer. We think you’ll be excited to join our team.

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