Escalation Enterprise Technical Support Engineer

Escalation Enterprise Technical Support Engineer

Infoblox Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Overview

Escalation Enterprise Technical Support Engineer to join the Support Operations team in Kuala Lumpur. You will provide technical assistance to Infoblox customers, respond to inquiries via phone, email, and web, diagnose and analyze problems, provide workarounds, and coordinate with internal teams. The environment includes networking and technologies such as DNS, DHCP, security, and cloud. In addition to training, you will participate in online and continuing education programs.

Be a Contributor – What You’ll Do

Provide remote technical support for Infoblox customers and partners

Recommend new and existing solutions, 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, analyze logs, and participate in web-based remote sessions with customers

Act as the escalation point to support engineers for NIOS DDI cases

Contribute to visibility on critical customer issues and manage cases 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 escalated issues

Attend engineering meetings to suggest product improvements based on use cases

Understand customer pain points and drive escalations by coordinating with Product Management, Support, and other teams

Assist in developing training programs and provide TOIs as required

Participation in shifts, holidays, and on-call responsibilities may be required

Be Prepared – What You Bring

Bachelor’s degree in computer science, engineering or equivalent

Minimum 5+ years of experience, with at least 3 years in an enterprise technical support role

Expertise in TCP / IP and networking protocols

Knowledge of Unix / Linux and Microsoft Windows operating systems

Good systems administration and network administration experience

Ability to read log-level data such as sniffer traces, SNMP traps, crash files, and system logs

Understanding of or experience with supporting SaaS products and / or virtualization / containers is an added advantage

Experience in proactively leading continual service improvement efforts

Excellent customer service skills and a collaborative mindset

Be Successful – Your Path

First 90 Days : Immerse in our culture, connect with mentors, map the systems and stakeholders that rely on your work, and undergo structured internal trainings.

Six Months : Autonomously work on Level-1 cases to resolution, achieve Level-2 troubleshooting competency through our INE certification, and learn internal processes and tools.

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

Belong – Your Community

Infoblox values inclusion, bold ideas, curiosity, and continuous learning. We support a environment where every voice counts, and 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

Volunteer hours, employee resource groups, and a collaborative culture

Modern offices with amenities and community events

Charitable giving program supported by company match

Infoblox is an Affirmative Action and Equal Opportunity Employer. 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.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology Industries : Computer and Network Security

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