Escalation Enterprise TSE

Job Description Job Description At Infoblox, every breakthrough begins with a bold what if. What if your ideas could ignite global innovation What if your curiosity could redefine the future We invite you to step into the next exciting chapter of your career journey. Bring your creativity, drive, your daring spirit, and feel what it's like to thrive on a team big enough to make an impact, yet small enough to make a difference. Our cloud-first networking and security solutions already protect 70% of the Fortune 500, and we're looking for creative thinkers ready to push that influence even further. Join us and discover how far your bold what if can take the world, your community, and your career. Here, how we empower our people is extraordinary: Glassdoor Best Places to Work 2025, Great Place to Work-Certified in five countries, and Cigna Healthy Workforce honors three years running — and what we build is world-class: recognized as CybersecAsia's Best in Critical Infrastructure 2024 —evidence that when first-class technology meets empowered talent, remarkable careers take shape. So, what if the next big idea, and the next great career story, comes from you Become the force that turns every what if into what's next. In a world where you can be anything, Be Infoblox. Escalation Enterprise TSE We have an opportunity for an Escalation Enterprise TSE to join our Support Operations team in Bangalore/Trivandrum, reporting to the Associate Manager of Technical Support. In this pivotal role, you will provide technical assistance to our customers, which involves responding to customer inquiries via phone, email, and web, diagnosing/analysing problems, and providing workarounds to customers. The Infoblox environment includes networking and technologies such as DNS, DHCP, security, and cloud. In addition to comprehensive protocol and product training, you will participate in online training and continuing education programs by the our training team. Be a Contributor — What You'll Do - 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 - 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 Be Prepared — What You Bring - 4+ years remote technical support, systems administration, and network administration background desirable - Solid knowledge in TCP/IP and networking protocols - Solid knowledge in DNS, DHCP, and other product-related protocols and technology - Excellent verbal and written communication skills - Understanding of one or more operating systems (Microsoft/Linux) is desirable - Working knowledge of L2, L3 devices - Strong customer service skills - Outstanding analytical and organizational ability - Self-starter and a good team player with the ability to multi-task in a high-pressure, fast-paced, fast-growth environment - Bachelor's degree or relevant experience is required Be Successful — Your Path First 90 Days: - Immerse in our culture, connect with mentors, and map the systems and stakeholders that rely on your work. Six Months: - Work with Engineering to resolve customer issues - Handle outage calls One Year: - Handle all product-related issues - Deliver TOI on existing and new features - Work on becoming a features expert Belong— Your Community Our culture thrives on inclusion, rewarding the bold ideas, curiosity, and creativity that move us forward. In a community where every voice counts, continuous learning is the norm. So, whether you code, create, sell, or care for customers, you'll grow and belong here. Be Rewarded — Benefits That Help You Grow, Thrive, Belong - Comprehensive health coverage, generous PTO, and flexible work options. - Learning opportunities, career-mobility programs, and leadership workshops. - Sixteen paid volunteer hours each year, global employee resource groups, and a No Jerks policy that keeps collaboration healthy. - Modern offices healthy snacks (and the occasional cupcake), plus hackathons, game nights, and culture celebrations. - Charitable Giving Program supported by Company Match. - We practice pay transparency and reward performance. Offers reflect role location, internal equity, experience, skills, education, and certifications Ready to Be the Difference Infoblox is an Affirmative Action and Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other