Customer Success Engineer — AI-Driven Networking Advocate

Infoblox; Ciudad de México; Híbrido; MXN 600.000 - 900.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health coverage

Flexible work options

Paid time off

Descripción de la vacante

Infoblox is seeking a Customer Success Engineer (CSE) in Mexico City to own the technical relationship for AMS accounts, collaborate with Sales, SE, and Product teams, and drive value from Infoblox deployments.

Responsibilities include incident management, root cause analyses, and driving improvements. The role emphasizes AI tool usage and regular business reviews to demonstrate customer value.

Formación

• 5+ years in a network infrastructure or 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

IP address management

SNMP basics

Network monitoring

Virtual machines

Customer service

English proficiency

TCP/IP basics

Firewalls & routers

On-call rotation

AI tools familiarity

Educación

Bachelor’s degree in computer science or engineering

Herramientas

AI tools

Descripción del empleo

Infoblox is seeking a Customer Success Engineer (CSE) in Mexico City to own the technical relationship for AMS accounts, collaborate with Sales, SE, and Product teams, and drive value from Infoblox deployments.

Responsibilities include incident management, root cause analyses, and driving improvements. The role emphasizes AI tool usage and regular business reviews to demonstrate customer value.