Infoblox
Website:
infoblox.com
Job details:
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.
Enterprise TSE
We have an opportunity for an
Enterprise TSE to join our Support Operations team in Trivandrum, reporting to the Associate Manager of Technical Support
. In this pivotal role, you will provide technical assistance to our customers. This involves responding to customer inquiries via phone, email, and web, diagnosing and analyzing problems, and providing workarounds for customers. This is a complex, fast-paced environment, and you will own the most critical part of the customer experience.
Be a Contributor — What You’ll Do
- Provide remote technical support for our customers and partners
- Own customer issues and see problems through to resolution
- Troubleshoot DDI-related issues and network configurations.
- Research, diagnose, and provide innovative solutions or workarounds to customer problems.
- Deliver prompt and clear communication to customers throughout the support process.
- Document known issues and solutions in the form of tech notes and knowledge base articles.
- Recommend new or improved support practices based on technical trends.
- Perform lab testing using Infoblox and third-party products for validation and replication.
- Leverage AI-powered support tools such as SupportLogic, Forethought, Vinton, and Glean (for case insights, AI-driven case summarization, intelligent diagnostics, and knowledge assistance) to accelerate troubleshooting, root-cause analysis, and resolution times.
- Contribute to building and refining the AI knowledge base by validating AI-generated solutions, tagging content, and providing feedback to improve model accuracy.
- Participate in rotational shifts (including weekends and on-call duties) as part of a 24x7x365 support model.
Be Prepared — What You Bring
- At least one year of experience in remote technical support or systems administration; network administration background desirable
- Solid knowledge in 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 such as Microsoft or Linux desirable
- Working knowledge of L2, L3 devices
- Solid 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
- Comfort using AI-assisted support tools (e.g., SupportLogic, Forethought, Vinton, and Glean) and generative AI assistants in daily troubleshooting and documentation workflows, with a willingness to adopt new AI-driven support technologies as they are introduced.
- Ability to critically evaluate AI-generated outputs/recommendations, validate accuracy against technical knowledge, and apply sound judgment before sharing solutions with customers.
- 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 with 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 legally protected basis.
Click on Apply to know more.