Escalation Enterprise TSE

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 Technical Support Engineer

We have an opportunity for a Escalation Enterprise Technical Support Engineer to join our Support Operations team located in Kuala Lumpur, Malaysia, reporting to the Senior Manager, Technical Support APJ. In this pivotal role, you will provide technical assistance to Infoblox customers, responding to customer inquiries via phone, email, and web. You will also diagnose and analyze problems, provide workarounds, and solve customer issues with internal Infoblox teams. The Infoblox environment includes networking and technologies such as DNS, DHCP, security, and cloud. In addition to the comprehensive protocol and product training, the Technical Support Engineers will also participate in online training and continuing education programs by Infoblox training team.  

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

• Bachelor's degree in computer science, engineering or equivalent
• Minimum 5+ years of working experience with at least 3 yrs in an enterprise technical support role
• Expertise in TCP/IP and networking protocols 
• Knowledge in 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 team player mindset  

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 and undergo structured internal trainings.

Six Months: Autonomously work on Level-1 cases to resolution, achieve next Level-2 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. So, whether you code, create, sell, or care for customers, you'll grow and belong here. Click here to learn more about life as a Bloxer. 

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 with EV charging, healthy snacks (and the occasional cupcake), plus hackathons, game nights, and culture celebrations.
• Charitable Giving Program supported by Company Match.

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 legally protected basis

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