Technical Account Manager

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 an experienced Technical Account Manager (TAM) to join our AMS Support team located in Trivandrum, India reporting to Senior Manager, Enterprise Support. In this role, you will play a pivotal role as the primary point of contact for our Infoblox Enterprise customers across the AMS region. Your main responsibility will be to champion the customers needs and ensure their utmost satisfaction. This is an exceptional opportunity to join a growing, successful, and innovative organization. At Infoblox, you will be able to thrive in a unique work environment that emphasizes career growth, excellence, innovation, and collaboration.

You are the ideal candidate if you are an excellent interpersonal communicator who can understand and anticipate customer needs. You and have strong problem-solving skills, are self-motivated, and have a high degree of professionalism and integrity.

What you ll do:

• Provide exceptional remote technical support to both Infoblox customers and partners, ensuring their satisfaction and success
• Take ownership of customer issues and diligently work toward their resolution, demonstrating a high level of responsibility and commitment
• Conduct thorough research, diagnostics, and troubleshooting to identify effective solutions for customer problems, maintaining a focus on timely and accurate issue resolution
• Offer prompt and precise feedback to customers, keeping them informed about the progress of their inquiries and the steps being taken to address their concerns
• Prepare comprehensive root cause analysis documentation for any outages or critical incidents, ensuring that valuable insights are captured for future reference
• Recommend both new and existing solutions, playing a crucial role in enhancing application and system functionality, introducing new features, and addressing defects
• Collaborate closely with third-party software vendors and their professional services teams to tackle complex integration challenges, fostering effective problem-solving and solution implementation
• Act as a trusted advocate for customers, working closely with cross-functional teams, including Sales, Systems Engineering, Engineering, and Product Management to ensure customer requirements are met and exceeded
• Install and configure Infoblox products and third-party software for support lab testing purposes as required, ensuring a comprehensive understanding of the products and their capabilities
• Conduct quarterly business reviews with customers, providing valuable insights and recommendations to enhance their experience and maximize their value from Infoblox solutions

What you ll bring:

• Bachelor s degree in computer science, engineering, or equivalent
• 5+ years of experience 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
• Solid knowledge in TCP/IP and networking protocols
• Working knowledge of firewall, switches, and routers
• Ability to read and comprehend detailed network topology maps and read log-level data such as sniffer traces, SNMP traps, crash files, and system logs
• Superb 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 Level- 2 cases to resolution
• Successfully achieve our highest Level-3 technical troubleshooting competency through our NIOS INE 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

We ve got you covered:

Our holistic benefits 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, including a 401k with company match and generous paid time off to help you balance your life. We have a strong culture and live our values 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 diversity, equity, and inclusion 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 what it s like to be a Bloxer . We think you ll be excited to join our team.