Senior Technical Account Manager

Job Description


It's an exciting time to be at Infoblox. Named a Top 25 Cyber Security Company by The Software Report and one of Inc. magazine's Best Workplaces for 2020, Infoblox is the leader in cloud-first networking and security services. Our solutions empower organizations to take full advantage of the cloud to deliver network experiences that are inherently simple, scalable, and reliable for everyone. Infoblox customers are among the largest enterprises in the world and include 70% of the Fortune 500, and our success depends on bright, energetic, talented people who share a passion for building the next generation of networking technologies and having fun along the way.
We are looking for a Technical Account Manager (TAM) to join our APJ Support team in Trivandrum, India. In this role, you will provide remote support to high-profile customers for the Infoblox product as well as account management duties, including responding to customer inquiries via phone, email, and web diagnosing and analyzing problems providing weekly status reports and solving customer issues with internal Infoblox teams and visiting customers if needed.
You're the ideal candidate if you are relentless in your pursuit of results and are always trying to understand the customers 'what, why, and how' You also enjoy the thrill of solving customers technical pain points and driving the issues to resolution. To be successful in this role, you should be a team player who is naturally inquisitive, hands-on, proactive, and positive, likes to tinker with technology, learns from mistakes, and has the maturity to solve complex customer situations in creative ways.
What you'll do:
  • Provide remote technical support for Infoblox 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
  • Provide root cause analysis documentation for outages when needed
  • Recommend new and existing solutions, which involves enhancing application/systems functionality, features, and defect repair
  • Work closely with third-party software vendors and their professional services groups to solve complex integration problems
  • Work closely with cross-functional teams-in particular Sales, Systems Engineering, Engineering, and Product Management-as the trusted advocate of the customer
  • Be intuitive and inventive by providing solutions and workarounds for customers
  • Install and configure Infoblox products as well as third-party software for support lab testing purposes when needed
  • Deliver quarterly business reviews to customers

What you'll bring:
[Internal Candidates]:
  • Currently working in a DDI TSE2 or DDI Senior TSE2 role
  • At least one year in the current role
  • Excellent knowledge of DNS and DHCP, IP address management, SNMP, network monitoring tools, and virtual machines
  • Solid knowledge in TCP/IP and networking protocols
  • Working knowledge of firewall, switches, and routers
  • Very strong customer service skills
  • Outstanding analytical and organizational ability
  • Excellent verbal and written English communication skills
  • Self-starter with the ability to multi-task in a high-pressure, fast-paced, and fast-growth environment
  • Willingness to be in an on-call rotation if needed
  • Ability to work during maintenance windows with customers during non-business hours

[External Candidates]:
  • Bachelor's degree in computer science or engineering or equivalent
  • 5+ years working in a network infrastructure/network appliance technical support role
  • Demonstrated experience with DNS and DHCP, IP address management, SNMP, network monitoring tools, and virtual machines
  • 3+ years Unix/Linux administration
  • Solid knowledge in TCP/IP and networking protocols
  • Working knowledge of firewall, switches, and routers
  • Experience with mitigation of security threats at the firewall level and proficiency of attack patterns and DNS specific attacks
  • Ability to read and comprehend detailed network topology maps
  • Ability to read log-level data such as sniffer traces, SNMP traps, crash files, and system logs
  • Very strong customer service skills, verbal and written English communication skills, and analytical and organizational ability
  • Self-starter with the ability to multi-task in a high-pressure, fast-paced, and fast growth environment
  • Willingness to be in an on-call rotation if needed and to work during maintenance windows with customers during non-business hours
  • Desire to proactively lead continual service improvement efforts

What success looks like:
After six months, you will….
  • Autonomously work on Level-1 and Leve- 2 cases to resolution
  • Successfully achieve our highest Level-3 technical troubleshooting competency through our CDAT certification
  • Learn some of our best-in-class internal processes and tools required for the role

After about a year, you will…
  • Independently work on critical Severity-1 calls to resolution
  • Be able to independently engage with Infoblox Engineering
  • Contribute to the creation of technical content/KB articles
  • Provide guidance and consultation for junior/new engineers

We've got you covered:
Our holistic package includes coverage of your health, wealth, and wellness-as well as a great work environment, employee programs, and company culture. We offer a competitive salary and benefits package, and generous paid time off to help you balance your life. We have a strong culture and live our every day-we believe in transparency, curiosity, respect, and above all, having fun while delighting our customers.
Why Infoblox
We've created a culture that embraces and rewards innovation, curiosity, and creativity. We achieve remarkable results by working together in a supportive environment that focuses on continuous learning and embraces change. So, whether you're a software engineer, marketing manager, customer care pro, or product specialist, you belong here, where you will have the opportunity to grow and develop your career. Check out . We think you'll be excited to join our team.

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