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
.
Escalation Enterprise TSE - SaaS
We have an opportunity for Escalation Enterprise TSE – SaaS to join our to join our SaaS Technical Support team in Trivandrum, Kerala, reporting to the manager of NOC & SaaS Support. In this role, you will provide technical assistance for Infoblox SaaS customers—responding to customer inquiries via phone, email, chat and web; working on high severity and escalated issues; 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 Infoblox customers and partners
- Recommend new and existing solutions, which involve enhancing application/systems functionality, features, and defect repair
- Be intuitive and inventive by providing solutions and workarounds for customers
- Troubleshooting will involve work in the lab to recreate scenarios, analysis of logs, participation 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 own 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 used cases
Be Prepared — What You Bring
- 4+ years of experience working in an Enterprise Technical Support Role
- Excellent knowledge of networking fundamentals - OSI & TCP/IP model
- Excellent knowledge n 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
- Excellent knowledge of Python and Shell
- Excellent knowledge of Unix/Linux and Microsoft Windows operating systems
- Experience in Enterprise and Service Provider networks
- Exceptional communication skills, both oral and written, coupled with excellent listening skills
- 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:
Perform in shift roles like bullpen, standby, and weekend shift, Work with Engineering to resolve customer issues
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 EV charging, 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
