Infoblox Looking for Senior Technical Support Engineer Tier 2 at Thiruvananthapuram, Kerala

Infoblox; Thiruvananthapuram; On-site; INR 6,00,000 - 10,00,000; Full time

Job summary

An exciting opportunity awaits at a leading cybersecurity firm, where you can become a vital part of a dynamic support operations team. As a Senior Technical Support Engineer, you will engage with customers to resolve complex technical issues, ensuring their experience with cloud-first networking solutions is seamless and enjoyable. This role not only demands technical expertise in networking protocols like TCP/IP, DNS, and DHCP but also requires exceptional communication and customer service skills. Join a company that values innovation and teamwork, and be part of a culture that promotes diversity and continuous learning while making a real impact in the tech world.

Benefits

401k with company match

Generous paid time off

Health coverage

Wellness programs

Employee programs

Great work environment

Qualifications

• 3+ years in remote technical support and network administration.
• Solid knowledge of TCP/IP, DNS, and DHCP protocols.

Responsibilities

• Provide remote technical support for customers and partners.
• Diagnose and resolve customer issues effectively.
• Document solutions and enhance application functionality.

Skills

TCP/IP

DNS

DHCP

Network Administration

Systems Administration

Verbal Communication

Written Communication

Customer Service

Analytical Skills

Linux

Education

Bachelor’s Degree

Relevant Experience

Job description

Job 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 a Senior Technical Support Engineer – Tier 2 to join our Support Operations team in Trivandrum, reporting to the manager of Technical Support. In this role, you will be responsible for providing 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.

What you’ll do:

1. Provide remote technical support for Infoblox customers and partners
2. Take ownership of customer issues and see problems through to resolution
3. Research, diagnose, troubleshoot, and identify solutions to resolve customer issues
4. Provide prompt and accurate feedback to customers
5. Document knowledge in the form of knowledge-based tech notes and articles
6. Recommend new and existing solutions, which involve enhancing application and systems functionality, features, and defect repair
7. Use your intuition and innovation to provide solutions and workarounds for customers
8. Install and configure Infoblox products and third-party software for support lab testing purposes
9. Support a 24x7x365 organization by working rotational shifts and taking on-call responsibilities

What you’ll bring:

1. 3+ years remote technical support, systems administration, and network administration background desirable
2. Solid knowledge in TCP/IP and networking protocols
3. Solid knowledge in DNS, DHCP, and other product-related protocols and technology
4. Excellent verbal and written communication skills
5. Understanding of one or more operating systems (Microsoft/Linux) desirable
6. Working knowledge of L2, L3 devices
7. Strong customer service skills
8. Outstanding analytical and organizational ability
9. Self-starter and a good team player with the ability to multi-task in a high-pressure, fast-paced, fast-growth environment
10. Bachelor’s degree or relevant experience is required

What success looks like:

After six months, you will…

1. Perform in shift roles like bullpen, standby, and weekend shifts
2. Work with Engineering to resolve customer issues
3. Handle outage calls

After about a year, you will…

1. Handle all product-related issues
2. Deliver TOI on existing and new features
3. Work on becoming a features expert

We’ve got you covered: 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.

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.

Job Detail

Job Id: JD1996855
Job Type: Full Time
Employment Status: Permanent
Job Location: Thiruvananthapuram, Kerala, India