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Infoblox
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Enterprise TSE - SaaS

Enterprise TSE - SaaS

Infoblox

1 - 5 years

6 - 10 Lacs

thiruvananthapuram

Posted:2 weeks ago| Platform:

Apply

Skills Required

basic vrrp networking protocols linux saas dns microsoft technical support dhcp ospf

Work Mode

Work from Office

Job Type

Full Time

Job Description

We have an opportunity for an Enterprise TSE-SaaS to join our SaaS Technical Support team in Trivandrum, Kerala, reporting to the senior manager of NOC & SaaS Support. In this pivotal role, you will provide technical assistance for Infoblox SaaS customers. This includes responding to customer inquiries via phone, email, chat, and web, diagnosing and analyzing problems, working collaboratively with internal teams like Engineering, and providing workarounds and answers for customer issues and questions. 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 SaaS customers and partners
Take ownership of customer issues and see problems through to resolution
Research, diagnose, troubleshoot, and identify solutions to resolve customer issues
Provide prompt and accurate feedback to customers
Write knowledge-based tech notes and articles
Recommend new and existing solutions, which involves enhancing applications and systems functionality, features, and defect repairs
Use your intuition and innovation to provide solutions and workarounds for customers
Install and configure Infoblox products and third-party software for support lab testing purposes
Collaborate with Engineering to fix product bugs and make product enhancements
Support a 24x7x365 organization by working rotational shifts and taking on-call responsibilities

Be Prepared What You Bring

Minimum one year of experience in a technical assistance center role for global customers
Solid knowledge of TCP/IP and networking protocols
Excellent verbal and written communication skills
Excellent customer service skills
Basic understanding of DNS and DHCP
Basic knowledge of protocols such as VRRP, OSPF, and BGP
Basic understanding of AWS, SaaS, PaaS, IaaS, and microservices
Basic understanding of one or more operating systems such as Microsoft and Linux is desirable
Ability to multitask in a high-pressure, fast-paced, fast-growth environment
Willingness to relocate to Trivandrum
Willingness to work night shifts

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:

Deliver a signature win: ship a feature, close a marquee deal, launch a campaign, or roll out a game-changing process.

One Year:

Own your domain, mentor the next newcomer, and steer our roadmap with data-driven ideas.

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Enterprise TSE - SaaS