Enterprise TSE - SaaS

Infoblox; Thiruvananthapuram; On-site; INR 700,000 - 1,200,000; Full time

Benefits offered by this job

Health coverage

Flexible work options

Learning opportunities

Volunteer hours

Job summary

Infoblox is hiring for an Enterprise TSE-SaaS in Trivandrum, Kerala. You will provide remote technical support for SaaS customers and partners, diagnose complex issues, and collaborate with Engineering to fix bugs and drive product improvements. The role requires solid networking knowledge and strong customer communication.

The team supports a 24x7x365 environment, with rotation and night shifts. The company emphasizes growth, learning, and a collaborative culture, offering comprehensive health

Qualifications

• Solid knowledge of TCP/IP and core networking protocols.
• Understanding of DNS, DHCP, VRRP, OSPF and BGP.
• Familiar with cloud technologies: AWS, SaaS, PaaS, IaaS.
• Experience with microservices and AI-assisted troubleshooting.
• Strong verbal and written communication for customer support.

Responsibilities

• Provide remote technical support for SaaS customers and partners.
• Own customer issues from start to resolution.
• Communicate proactively for positive customer experiences.
• Diagnose, troubleshoot, and identify solutions for issues.
• Create and improve technical documentation and playbooks.
• Collaborate with Engineering to fix bugs and drive enhancements.
• Work in a 24x7x365 environment with night shifts and on-call duties.

Skills

TCP/IP

Networking basics

DNS/DHCP

VRRP

OSPF/BGP

Cloud tech (AWS)

SaaS/PaaS/IaaS

Microservices

Communication skills

AI prompting

Job description

Job Description:

At Infoblox, every breakthrough begins with a bold\"what if.\"

What ifyour ideas could ignite global innovation?
What ifyour curiosity could redefine the future?

We invite you to step into the next exciting chapter ofyourcareer journey. Bring your creativity, drive, your daring spirit, and feel what it’s like to thrive on a team big enough to make an impact, yet small enough to make a difference. Our cloud-first networking and security solutions already protect70% of the Fortune 500, and we’re looking for creative thinkers ready to push that influence even further. Join us and discover how far your bold \"what if\" can take the world, your community, and your career.

Here, how we empower our people is extraordinary:Glassdoor Best Places to Work 2026, Great Place to Work-Certified in five countries, and Cigna Healthy Workforce honors three years running— and what we build is world-class:recognized asCybersecAsia’s Best in Critical Infrastructure 2024—evidence that when first-class technology meets empowered talent, remarkable careers take shape. So,what ifthe next big idea, and the next great career story, comes from you? Become the force that turns every \"what if\" into \"what's next\".

In a world where you can be anything,Be Infoblox.

Enterprise TSE - SaaS

We have an opportunity foran Enterprise TSE-SaaS to join our SaaS Technical Support team in Trivandrum, Kerala, reporting to the Associate Manager of SaaS Support. In this pivotal role, you will provide technical assistance for Infoblox SaaS customers. This includes responding to customer inquiries via phone, email, chat, and web, diagnosing and analyzing problems, working collaboratively with internal teams like Engineering, and providing 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.

Be a Contributor — WhatYouWillDo

• Provide remote technical support for our SaaS customers and partners
• Take ownership of customer issues and see problems through to resolution
• Drive positive customer experiences throughtimely, clear, and proactive communication
• Research, diagnose, troubleshoot, andidentifysolutions to resolve customer issues
• Create, update, and improve technical documentation, knowledge articles, and playbooks
• Recommend and enhance solutions that improve application and system functionality, features, and defect fixes
• Use your intuition, innovation, and AI-driven insights to provide solutions and workarounds for customers
• Transform complex customer issues into actionable troubleshooting steps using AI tools, and utilize AI to summarize case details, document key findings, andanalysetechnical data and logs
• Collaborate with Engineering and cross-functional teams to fix product bugs and drive product enhancements
• Support a 24x7x365 organization by working rotational shifts, including night shifts, and taking on-call responsibilities

Be Prepared — What You Bring

• Minimum one year of experience in a technicalassistancecenter role for global customers
• Solid knowledge of TCP/IP and core networking protocols
• Basic understanding of networking concepts, including DNS, DHCP, VRRP, OSPF, and BGP, along with cloud technologies such as AWS, SaaS, PaaS, IaaS, and microservices
• Excellent verbal and written communication skills with a strong customer-focused approach
• Strong logical analysis capabilities toidentifyroot causes, resolve complex technical issues, and ensure positive support experiences
• Commitment to following support processes, quality standards, and documentation best practices while using AI responsibly
• Excellent skills in AI prompting for troubleshooting and AI-assisted technical analysis
• Ability to convert vague or incomplete customer problems into clear, structured prompts that help AI tools produce useful troubleshootingassistance
• Ability tovalidateAI-generated output against productbehaviours, logs, internal processes, and customer context before applying it
• Willingness to support a 24x7x365 environment, including rotational and night shifts, and on-call responsibilities

Be Successful — Your Path

First 90 Days:

• Immerse in our culture, connect with mentors, and map the systems and stakeholders that rely on your work.

Six Months:

• Deliver a signature win: ship a feature, close a marquee deal, launch a campaign, or roll out a game-changing process.

One Year:

• Own your domain, mentor the next newcomer, and steer our roadmap with data-driven ideas.

Belong—Your Community

Our culture thrives on inclusion, rewarding the bold ideas, curiosity, and creativity that move us forward. In a community where every voice counts, continuous learning is the norm. So, whether you code, create, sell, or care for customers, you’ll grow and belong here.

Be Rewarded — Benefits That Help You Grow, Thrive, Belong

• Comprehensive health coverage, generous PTO, and flexible work options.
• Learning opportunities, career-mobility programs, and leadership workshops.
• Sixteen paid volunteer hours each year, global employee resource groups, and a \"No Jerks\" policy that keeps collaboration healthy.
• Modern offices with healthy snacks (and the occasional cupcake), plus hackathons, game nights, and culture celebrations.
• CharitableGiving Program supported by Company Match.
• We practice pay transparency and reward performance. Offers reflect role location, internal equity, experience, skills, education, and certifications

Infoblox is an Aff…