Enterprise TSE - SaaS

As an Enterprise Technical Support Engineer-SaaS at Infoblox, you will be joining the SaaS Technical Support team in Trivandrum, Kerala. Your role will involve providing technical assistance to Infoblox SaaS customers through various channels such as phone, email, chat, and web. You will collaborate with internal teams like Engineering to diagnose and analyze problems, provide workarounds, and ensure customer inquiries are resolved promptly and accurately. Your proactive and innovative approach will be crucial in delivering exceptional customer experiences in a fast-paced environment. **Key Responsibilities:** - Provide remote technical support for Infoblox SaaS customers and partners - Take ownership of customer issues and drive problems to resolution - Research, diagnose, troubleshoot, and propose solutions for customer problems - Offer prompt and accurate feedback to customers - Create knowledge-based tech notes and articles - Recommend solutions to enhance applications and systems functionality - Collaborate with Engineering to address product bugs and improvements - Install and configure Infoblox products and third-party software for support lab testing - Support a 24x7x365 organization through rotational shifts and on-call responsibilities **Qualifications Required:** - 1+ years of experience in a Technical Assistance Centre role for global customers - Solid knowledge of TCP/IP and networking protocols - Excellent verbal and written communication skills - Strong customer service skills - Basic understanding of DNS, DHCP, VRRP, OSPF, and BGP - Familiarity with AWS, SaaS, PaaS, IaaS, and microservices - Basic knowledge of Microsoft/Linux operating systems (desirable) - Ability to multitask in a high-pressure, fast-paced environment - Willingness to relocate to Trivandrum and work night shifts At Infoblox, you will have the opportunity to grow your career while working in a supportive environment that values diversity, equity, and inclusion. The company offers a competitive salary, benefits package, 401k with company match, and generous paid time off. The culture at Infoblox is centered around transparency, curiosity, respect, and fun, ensuring that employees have a fulfilling experience while delighting customers.,