Manager, Enterprise Support

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 Manager, Enterprise Support to join our Support Operations team located in Trivandrum, reporting to the director of Enterprise Support. In this role, you will manage a team of Enterprise Technical Support engineers, who are accountable for all aspects of support for Infoblox products. 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 efficient collaborator and problem solver with an unwavering focus on continuous improvement.

• Act as an escalation point for critical issues, ensuring timely resolution and maintaining customer trust
• Ensure the team meets or exceeds SLAs, CSAT, and NPS targets through outstanding technical support
• Work with teams to address systemic issues, enhance customer experience, and provide product feedback
• Foster a high-performing support team with accountability, recognition, and continuous learning
• Conduct regular scheduled one-on-ones, team meetings, and reviews to set clear goals and expectations
• Provide mentorship, training, and career development opportunities for team members
• Monitor key support metrics, including response times, resolution times, and case volume, to drive improvements
• Identify and implement workflow enhancements to boost productivity
• Ensure the customer s voice is heard and drive initiatives to improve their experience
• Partner with leadership to align support goals with organizational objectives and adopt best practices

• 10+ years of experience in technical support, with 5+ years in a leadership role managing high-performing teams in fast-paced, customer-centric environments
• Solid background in enterprise IT solutions, including networking, security, cloud technologies, and SaaS platforms could be an added advantage
• Proven track record of achieving high CSAT and NPS scores, managing escalations, and resolving critical incidents for enterprise customers
• Experience in managing SLAs, KPIs, support operations, and ensuring 24/7/365 service availability
• Skilled in workflow automation, resource allocation, and driving efficiency through data-driven decision-making
• Effective partnership with Product, Engineering, and Sales teams to enhance customer experience and advocate for product improvements
• Familiarity with ticketing systems, monitoring tools, and ITIL service management principles
• Ability to align support objectives with broader business goals and contribute to long-term strategy
• Experience in mentoring, conflict resolution, and fostering a culture of collaboration and continuous learning
• Graduation is mandatory; Post graduation (like Operational MBA etc) AND / OR advanced certifications (such as ITIL, and PMP etc) are a plus

• Ensure consistently high CSAT and NPS scores, meet or exceed SLAs, and effectively resolve customer escalations to enhance service experience
• Foster a collaborative and accountable work culture through regular 1:1s, mentorship, and tailored development plans, driving engagement and career growth
• Optimize support processes, resource allocation, and KPIs to improve productivity and maintain service excellence
• Partner with Product, Engineering, and Sales to align support efforts with business goals and provide insights for product and process improvements
• Instill a customer-first mindset, implement training programs, and drive continuous improvement through adaptability and innovation

• Maintain high CSAT and NPS scores, proactively address customer pain points, and establish the team as a trusted partner through reliable and empathetic support
• Drive team engagement and retention, develop future leaders, and foster a culture of continuous learning through training and mentorship
• Optimize workflows, automation, and case management, consistently exceed KPIs, and implement robust reporting for actionable insights
• Build strong partnerships with Product, Engineering, and other teams, provide data-driven feedback for product improvements, and represent support in strategic discussions
• Execute a support center roadmap, introduce AI-driven and self-service solutions, and lead initiatives to expand capabilities for new products, markets, or customer segments

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.

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 Provident Fund with company matches 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.