Senior Technical Success Manager

Job Description

CybersecAsia’s Best in Critical Infrastructure 2024

Be Infoblox

Senior Technical Success Manager

• We have an opportunity for a Senior Technical Success Manager to join our EUR Support team located in Saudi Arabia reporting to Manager, Technical Success.
• In this pivotal role, you will provide onsite and remote support to high profile customers, responding to their inquiries via phone, email, and web.
• You will also diagnose and analyze problems, provide weekly status reports, solve customer issues with internal Infoblox teams, and visit customers.
• This is an exceptional opportunity to join a growing, successful, and innovative organization.
• At Infoblox, you will be able to strive in a unique work environment that emphasizes career growth, excellence, innovation, and collaboration.
• Be a Contributor — What You’ll Do
• Provide remote and onsite technical support for Infoblox customers and partners, including standby for customer change windows
• Take ownership of customer issues reported and see problems through to resolution
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Give prompt and accurate feedback to customers
• Provide root cause analysis and documentation for outages when needed
• Recommend new and existing solutions, which involve enhancing application/systems functionality, features, and defect repair
• Work closely with third-party software vendors and internal teams as the trusted advocate of the customer
• Provide intuitive and inventive solutions and workarounds for customers
• Install and configure Infoblox products as well as third-party software for support lab testing purpose when needed to produce Method of Procedure documents
• Deliver operational reviews to customers and stakeholders on regular intervals (quarterly/bi-annual)

Be Prepared — What You Bring

• Bachelor’s degree in computer science, engineering or equivalent
• Minimum 5+ years of experience in a Technical Assistance Center role for global customers
• Solid systems administration/network administration experience
• Experience with mitigation of security threats at the firewall level and proficiency of attack patterns and DNS specific attacks
• Good expertise in TCP/IP and networking protocols
• 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

First 90 Days

• Learn some of our best in class internal processes and tools required for the role
• Six months:
• Autonomously work on Level-1 and Level-2 cases to resolution
• Successfully achieve our highest Level-3 technical troubleshooting competency through our INE certification
• One year:
• Independently work on critical Severity-1 calls to resolution
• Be able to independently engage with Infoblox Engineering
• Contribute to creating technical content/KB articles
• Provide guidance and consultation for junior/new engineers
• Participate in rotation on-call duties as assigned

Your Community

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*