AI-Driven Technical Customer Success Engineer for Enterprise

Infoblox; Ciudad de México; Presencial; MXN 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

Infoblox in Mexico City seeks a Customer Success Engineer to own technical relationships for AMS accounts and drive value from Infoblox solutions. You will collaborate with Sales, SEs, Product and Services to prevent issues, resolve incidents, and identify expansion opportunities.

The role requires 5+ years in network infrastructure support, strong DNS/DHCP/IPAM expertise, and excellent English communication. On-call rotation may be required.

Formación

• 5+ years of experience in a network infrastructure or network appliance technical support role.
• Expertise in DNS, DHCP, IP address management, SNMP, network monitoring tools, and virtual machines.
• Proven ability to deliver strong customer service, communicate clearly in written and verbal English, and manage competing priorities.
• Bachelor’s degree in computer science, engineering, or equivalent.
• Solid knowledge of TCP/IP and networking protocols.
• Working knowledge of firewalls, switches, and routers.
• Ability to read detailed network topology maps and log-level data, including sniffer traces, SNMP traps, crash files, and system logs.
• Comfort using AI tools day to day and curiosity to keep pace as they evolve; familiarity with agentic AI concepts is a plus.
• Willingness to join an on‑call rotation if needed and work maintenance windows with customers outside business hours.
• Genuine interest in driving continual service improvement

Responsabilidades

• Act as the primary technical contact and trusted advisor for a portfolio of assigned AMS accounts
• Build deep familiarity with each customer’s environment, architecture, business goals, and Infoblox deployment
• Onboard new customers to the service and establish cadence, expectations, and success criteria early
• Run regular customer reviews and communications to maintain alignment and prevent surprises
• Take ownership of customer issues and drive prompt, accurate resolution updates
• Manage incidents and escalations through research, diagnostics, troubleshooting, and effective resolution
• Use approved AI tools to accelerate case work, research accounts, and prepare for customer reviews
• Write clear root cause analyses for outages and critical incidents to prevent repeat issues
• Recommend new and existing solutions to improve functionality, add capability, and address defects
• Identify expansion and upsell opportunities and partner with the account team as customer needs grow
• Help customers adopt and realize value from AI-driven capabilities for faster troubleshooting and proactive issue prevention
• Deliver technical reviews, best practices, and knowledge transfer to keep deployments healthy
• Plan and support upgrades and migrations with minimal customer disruption
• Represent customer feature requests and bugs to Engineering and Product Management and follow them through resolution
• Install and configure Infoblox products and third-party software in the support lab for testing and validation
• Run periodic business reviews with analytics, insights, and recommendations that demonstrate customer value

Conocimientos

DNS

DHCP

IPAM

SNMP

Networking protocols

English communication

Virtual machines

Educación

Bachelor's degree in computer science, engineering, or equivalent

Descripción del empleo

Infoblox in Mexico City seeks a Customer Success Engineer to own technical relationships for AMS accounts and drive value from Infoblox solutions. You will collaborate with Sales, SEs, Product and Services to prevent issues, resolve incidents, and identify expansion opportunities.

The role requires 5+ years in network infrastructure support, strong DNS/DHCP/IPAM expertise, and excellent English communication. On-call rotation may be required.