Enterprise Technical Support Specialist

4 weeks ago

Tacoma, Washington, United States Infoblox Full time
Job Description

At Infoblox, we are seeking a highly skilled Enterprise Technical Support Engineer to join our Support Operations team in Tacoma, WA. As a key member of our team, you will provide technical assistance to our customers, responding to inquiries via phone, email, and web, diagnosing and analyzing problems, and providing workarounds for customers.

Key Responsibilities
  • 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
Requirements
  • At least one year of remote technical support experience; systems administration and network administration background desirable
  • Solid knowledge of 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
  • Understanding of one or more operating systems, including Microsoft and Linux, is desirable
  • Working knowledge of L2, L3 devices
  • Excellent 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, rapid-growth environment
  • Bachelor's degree or relevant experience is required
What Success Looks Like
  • After six months, you will provide technical support for Federal Infoblox customers and partners
  • Work with Engineering to resolve customer issues
  • Handle outage calls
  • After about a year, you will handle all product-related issues, deliver TOI on existing and new features, and work on becoming a features expert
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.

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