Senior Enterprise TSE: Escalations & Networking Expert

Infoblox

Amsterdam

On-site

EUR 90,000 - 120,000

Full time

4 days ago

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Job summary

Infoblox Netherlands BV in Amsterdam is seeking a Senior Escalation Enterprise TSE to join the EMEA Support team. You will deliver expert-level technical support for Infoblox solutions, troubleshoot complex issues, and collaborate with Engineering and Sales to ensure customer success.

The role requires 8+ years in technical support, strong networking knowledge (DNS/DHCP/IPAM), Linux scripting, and openness to on-call rotations.

Qualifications

Bachelor’s degree in computer science, engineering, or related field.
8+ years in technical support for large-scale networks.
Deep knowledge of DNS, DHCP, IPAM and security concepts.
Experience troubleshooting complex networking and systems issues.
Proficiency in Linux/Unix and scripting (Python, Perl).
Familiarity with virtualization and cloud technologies (OpenStack/AWS/Azure).
Strong problem-solving, communication, and customer-service skills.
Willingness to work flexible hours and on-call rotations.

Responsibilities

Provide expert-level technical support to service provider customers, including troubleshooting, root cause analysis, and resolution.
Handle escalated cases and collaborate with Tier 1/2 engineers for timely solutions.
Work with Engineering, Product Management, and Sales to drive customer success and product improvements.
Act as subject matter expert on Infoblox solutions for service providers and stay current on features and trends.
Document interactions, issues, and resolutions in the ticketing system for accurate records.
Create technical docs, FAQs, and best practices guides for internal and external use.
Lead training sessions for Tier 1/2 engineers to enhance knowledge and troubleshooting skills.
Suggest product enhancements and report bugs to relevant teams.