Senior Escalation Enterprise Technical Support Engineer

Senior Escalation Enterprise Technical Support Engineer

Infoblox Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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.

Be a Contributor - What You’ll Do

• Provide remote technical support for Infoblox customers and partners
• Recommend new and existing solutions, which involves enhancing application / systems functionality, features, and defect repair
• Provide intuitive and inventive solutions and workarounds for customers
• Diagnose and troubleshoot in the lab to recreate scenarios, analysis of logs, and participate in web-based remote sessions with customers
• Act as the escalation point to support engineers for NIOS DDI cases
• Conquer visibility on critical customer issues and manage your own way to successful completion
• Handle cases under Customer Assurance Programs (CAP), if required
• Adhere to internal processes to meet SLAs and SLOs for support tickets
• Communicate with the engineering team on potential defects and managed escalated issues with them
• Attend engineering meetings to suggest product improvements or suggestions with the help of used cases
• Understand customer pain points and help drive escalations by coordinating between Product Management, Support groups, and other teams
• Assist in developing training programs and provide TOIs as required
• Work on shifts, holidays and on-call responsibilities may be required

Be Prepared - What You Bring

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 : Autonomously work on Level-1 and Level-2 cases to resolution, achieve our highest Level-3 technical troubleshooting competency through our INE certification, and learn some of our best-in-class internal processes and tools required for the role.

One Year : Independently work on critical Severity-1 calls to resolution and engage with Infoblox Engineering, contribute to creating technical content / KB articles, provide guidance and consultation for junior / new engineers, and participate in rotation on-call duties as assigned.

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.

Be Rewarded - Benefits That Help You Grow, Thrive, Belong

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 legally protected basis.

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