Remote Technical Support Engineer — AI-Driven Troubleshooter

Infoblox; Ciudad de México; Híbrido; MXN 320.000 - 440.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Comprehensive health coverage

Generous PTO

Flexible work options

Learning opportunities and leadership

Volunteer hours and employee groups

Descripción de la vacante

Infoblox is seeking a Technical Support Engineer in Mexico City to deliver remote technical support to customers and partners, diagnose issues, and provide effective workarounds. You will own customer problems, document solutions, and contribute to AI-enabled improvements while working in a fast-paced, 24x7 environment.

The role requires 1+ years of remote support or systems administration, solid TCP/IP knowledge, and strong communication skills.

Formación

• 1+ years remote technical support or systems 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.

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 knowledge

Excellent communication

OS: Windows/Linux

Analytical thinking

Educación

High School diploma

Descripción del empleo

Infoblox is seeking a Technical Support Engineer in Mexico City to deliver remote technical support to customers and partners, diagnose issues, and provide effective workarounds. You will own customer problems, document solutions, and contribute to AI-enabled improvements while working in a fast-paced, 24x7 environment.

The role requires 1+ years of remote support or systems administration, solid TCP/IP knowledge, and strong communication skills.