Senior Enterprise Technical Support Engineer - SaaS - Remote

Overview

Infoblox is a leader in cloud-first networking and security services, looking for a Senior Enterprise TSE - SaaS to provide technical assistance for SaaS customers, ensuring a high-quality customer experience.

In Short

• 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.
• Write knowledge-based tech notes and articles.
• Recommend new and existing solutions, enhancing applications and systems functionality.
• Use intuition and innovation to provide solutions and workarounds for customers.
• Install and configure Infoblox products and third-party software for support lab testing.
• Create knowledge base articles, troubleshooting guides, and technical training.
• Collaborate with Engineering to fix product bugs and make enhancements.

Requirements

• 18+ months of remote technical support, systems administration, and network administration experience.
• Solid knowledge in TCP/IP and networking protocols.
• Solid knowledge in DNS, DHCP, and related technologies.
• Excellent verbal and written communication skills.
• Understanding of one or more operating systems (Microsoft/Linux).
• Working knowledge of L2, L3 devices.
• Strong customer service skills.
• Outstanding analytical and organizational ability.
• Ability to multitask in a high-pressure environment.
• Bachelor’s degree or relevant experience required.

Benefits

• Comprehensive health, wealth, and wellness coverage.
• Competitive salary and benefits package.
• 401k with company match.
• Generous paid time off.
• Strong company culture focused on transparency and respect.