Senior Escalation Enterprise Technical Support Engineer

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 

What you’ll bring:   

• 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