Hybrid Technical Support Engineer: Networking & AI-Driven Help

Infoblox; Ciudad de México; Híbrido; MXN 180.000 - 240.000; Jornada completa

Descripción de la vacante

Infoblox in Mexico City is seeking a Junior Technical Support Engineer to join our Support Operations team. You will provide remote technical support to Infoblox customers and partners, diagnose issues, and offer workarounds in a fast-paced environment.

You'll own critical customer experiences, document knowledge, and leverage AI-enabled tools to accelerate resolutions while expanding your product and protocol expertise (DNS, DHCP, TCP/IP). This role includes shift work and on-call duties.

Formación

• 1+ years remote technical support, systems administration, and network administration background desirable
• Solid knowledge in 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 (Microsoft/Linux) desirable
• Working knowledge of L2, L3 devices
• Outstanding analytical and organizational ability
• Familiarity with AI-powered tools, automation platforms, or intelligent support technologies, with the ability to apply them to improve productivity and service quality
• Curiosity and adaptability to learn emerging AI capabilities and incorporate them effectively into technical support workflows
• Self-starter and a good team player with the ability to multi-task in a high‑pressure, fast‑paced, fast‑growth environment
• Minimum of a High School diploma or relevant experience is required

Responsabilidades

• 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
• Leverage AI-enabled tools and automation to improve troubleshooting efficiency, accelerate issue resolution, and enhance the customer support experience
• Identify opportunities to incorporate AI-driven insights, workflows, and support practices into day-to-day technical operations
• Install and configure Infoblox products and third-party software for support lab testing purposes
• Support a 24x7x365 organization by working rotational shifts and taking on-call responsibilities

Conocimientos

Remote support

TCP/IP networking

DNS/DHCP concepts

Verbal & written comms

AI tools familiarity

Team player

Self-starter

Educación

High School diploma or equivalent

Herramientas

Windows & Linux OS

L2/L3 devices

Automation / AI platforms

Descripción del empleo

Infoblox in Mexico City is seeking a Junior Technical Support Engineer to join our Support Operations team. You will provide remote technical support to Infoblox customers and partners, diagnose issues, and offer workarounds in a fast-paced environment.

You'll own critical customer experiences, document knowledge, and leverage AI-enabled tools to accelerate resolutions while expanding your product and protocol expertise (DNS, DHCP, TCP/IP). This role includes shift work and on-call duties.