Senior Escalation Enterprise TSE

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.

Senior Escalation Enterprise TSE

We have an opportunity for a Senior Escalation Enterprise TSE to join our Support Operations team in Bangalore / Trivandrum, reporting to the senior manager of Technical Support.  In this pivotal role, you will provide technical assistance to our customers, which involves responding to customer inquiries via phone, email, and web, diagnosing/analysing problems, and providing workarounds to customers. The Infoblox environment includes networking and technologies such as DNS, DHCP, security, and cloud. In addition to comprehensive protocol and product training, you will participate in online training and continuing education programs by the our training team.

Be a Contributor — What You’ll Do

• Provide remote technical support for Infoblox customers and partners and provide solutions and workarounds
• Recommend new and existing solutions, which involve enhancing application/systems functionality, features, and defect repair
• Troubleshoot in the lab to recreate scenarios, analyse logs, and participate in web-based remote sessions with customers
• Act as the escalation point to support engineers for SaaS cases
• Conquer visibility on critical customer issues and manage your way to successful completion
• Handle cases under the Customer Assurance Program (CAP), if required
• Adhere to internal processes to meet SLAs and SLOs for support tickets
• Communicate with the engineering team on potential defects and manage escalated issues with Engineering
• Attend engineering meetings to suggest product improvements or suggestions with the help of use cases
• Understand customer pain points and help drive escalations by coordinating between Product Management, Support groups, and other teams
• Guide other engineers on advanced troubleshooting, debugging, and case management skills
• Assist in developing training programs and provide TOIs as required
• As a 24x7x365 organization, shifts, work on holidays and on-call responsibilities may be required
  
  

• 4+ years of experience working in an enterprise technical support role
• Excellent knowledge of networking fundamentals—OSI & TCP/IP model
• Good knowledge in layer 2 & 3 device/protocol knowledge
• Proficient knowledge of DNS and DHCP protocols and configuration
• Excellent knowledge of AWS, SaaS, PaaS, IaaS, microservices, and related technologies such as Docker and Kubernetes
• Solid knowledge of Python and Shell
• Excellent knowledge of Unix/Linux and Microsoft Windows operating systems
• Knowledge of JIRA, Salesforce CRM is a plus
• Experience in enterprise and service provider networks
• Exceptional communication skills, both oral and written, coupled with excellent listening skills
• Solid technical aptitude with a desire for continuous learning and improvement
• Knowledge of tools such as Chef and Ansible preferred
• Bachelor’s degree or relevant experience is required
  
  

• Immerse in our culture, connect with mentors, and map the systems and stakeholders that rely on your work.
  
  

• Work with Engineering to resolve customer issues
  
  

• Handle all product-related issues
• Deliver TOI on existing and new features
• Work on becoming a features expert
  
  

• 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