Senior Escalation Enterprise TSE

Infoblox; Amsterdam; On-site; EUR 90,000 - 120,000; Full time

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.

Skills

Enterprise support

Networking basics

DNS/DHCP/IPAM

Linux scripting (Python/Perl)

OpenStack/AWS/Azure familiarity

Education

Bachelor's degree in CS/Engineering

Tools

OpenStack

AWS

Azure

Job description

It’s an exciting time to be at Infoblox. Named a Top 25 Cyber Security Company by The Software Report and one ofInc. magazine’s Best Workplaces for 2020, Infoblox is the leader in cloud-first networking and security services. Our solutions empower organizations to take full advantage of the cloud to deliver network experiences that are inherently simple, scalable, and reliable for everyone. Infoblox customers are among the largest enterprises in the world and include 70% of the Fortune 500, and our success depends on bright, energetic, talented people who share a passion for building the next generation of networking technologies—and having fun along the way.

We are looking for a Senior Escalation Enterprise TSE to join our EMEA Support team in the Netherlands, reporting to the Manager, Enterprise Support. In this role, you will play a crucial role in ensuring the success of our clients by delivering top-notch technical support for our industry-leading products and solutions. You will also troubleshoot and resolve complex technical issues, provide expert guidance, and collaborate with cross-functional teams to deliver exceptional customer service.

You’re the ideal candidate if you are a passionate learner who is eager to take on exciting new technologies, understand customer issues, and work relentlessly to find solutions. You are an independent, proactive, outside-the-box thinker who collaborates across teams and is driven by meeting deadlines and achieving results.

What you’ll do:

• Provide expert-level technical support to service provider customers, including troubleshooting, root cause analysis, and problem resolution
• Handle escalated support cases and work closely with Tier 1 and Tier 2 support engineers to ensure timely and effective issue resolution
• Collaborate with cross-functional teams, including Engineering, Product Management, and Sales, to drive customer success and product improvement initiatives
• Serve as a subject matter expert on Infoblox solutions for service providers, staying up-to-date with the latest product features, enhancements, and industry trends
• Document and track customer interactions, technical issues, and resolutions in the ticketing system to ensure accurate and comprehensive records
• Participate in knowledge sharing activities, including creating technical documentation, FAQs, and best practices guides for internal and external use
• Conduct regular training sessions and workshops for Tier 1 and Tier 2 support engineers to enhance their technical knowledge and troubleshooting skills
• Identify and elevate product enhancement requests, bug reports, and customer feedback to the appropriate teams for further investigation and resolution
• Contribute to the development and improvement of support processes, tools, and methodologies to optimize efficiency and customer satisfaction
• Stay up-to-date on industry trends, emerging technologies, and competitive landscape related to network automation, DNS, DHCP, and IP address management (DDI) solutions

What you’ll bring:

• Bachelor’s degree in computer science, engineering, or a related field
• Minimum 8 years of experience in a technical support role, preferably with a focus on large-scale network environments
• In-depth knowledge of network protocols, DNS, DHCP, IPAM, and related protocols and a solid understanding of network security concepts and practices
• Experience troubleshooting complex networking and system-related issues, including TCP/IP, routing, switching, and firewalls
• Proficiency in Linux/Unix operating systems and scripting languages, such as Python and Perl, for automation and troubleshooting purposes
• Familiarity with virtualization and cloud technologies including OpenStack, AWS, and Azure is highly desirable
• Excellent problem-solving and analytical skills with the ability to think creatively and adapt to dynamic situations
• Exceptional customer service and communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences
• Excellent organizational and time management skills to handle multiple tasks and priorities effectively
• Willingness to work flexible hours and participate in an on-call rotation for critical customer support

What success looks like:

After six months, you will….

• Autonomously work on Level-1 and Level- 2 support cases to resolution
• Successfully achieve our highest Level-3 technical troubleshooting competency through our CDAT certification
• Learn some of our best-in-class internal processes and tools required for the role

After about a year, you will…

• Independently work on critical Severity-1 calls to resolution
• Be able to independently engage with Infoblox Engineering

Our holistic benefits package includes coverage of your health, wealth, and wellness—as well as a great work environment, employee programs, and company culture. We offer a competitive salary and benefits package and generous paid time off to help you balance your life. We have a strong culture and live our values every day—we believe in transparency, curiosity, respect, and above all, having fun while delighting our customers.

We’ve created a culture that embraces diversity, equity, and inclusion and rewards innovation, curiosity, and creativity. We achieve remarkable results by working together in a supportive environment that focuses on continuous learning and embraces change. So, whether you’re a software engineer, marketing manager, customer care pro, or product specialist, you belong here, where you will have the opportunity to grow and develop your career. Check out what it’s like to be a Bloxer . We think you’ll be excited to join our team.

Why Infoblox?

We’ve created a culture that embraces diversity, equity, and inclusion and rewards innovation, curiosity, and creativity. We achieve remarkable results by working together in a supportive environment that focuses on continuous learning and embraces change. So, whether you’re a software engineer, marketing manager, customer care pro, or product specialist, you belong here, where you will have the opportunity to grow and develop your career. Check out what it’s like to be a Bloxer . We think you’ll be excited to join our team.

Job Info

• Job Identification 4753
• Locations Infoblox Netherlands BV, Amsterdam, North Holland, 1019 GM, NL