Director, Enterprise Support

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 Director, Enterprise Support to join our Support Operations team in India, reporting to the vice president of Enterprise Support. In this role, you will oversee all aspects of technical support services in India, driving the standardization and optimization of processes, systems, and metrics across the organization. Your will be responsible for all facets 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 a strategic leader with a strong commitment to customer-centricity and enjoy refining and enhancing processes, systems, tools, and initiatives to scale and drive customer satisfaction.

What you’ll do:

• Lead and manage the Technical Support team in India for high performance
• Oversee operations focusing on reporting, analysis, and team performance
• Manage key metrics to drive efficiency and meet goals
• Collaborate with global leaders to align with business objectives
• Negotiate and influence cross-functional teams to resolve issues
• Plan and execute customer success initiatives following best practices
• Maintain top metrics and KPIs, including CSAT, NPS, CES, and CRR)
• Build strong relationships with Sales, Engineering, and Product teams
• Analyze operational data to improve customer satisfaction and performance
• Drive AI, machine learning, and automation for scalability and efficiency

What you’ll bring:

• Bachelor’s degree in computer science, management, or related field, or equivalent experience
• 10+ years of experience in customer support operations leadership, including 5+ years managing managers
• Proficiency in tools like Salesforce, Gainsight, or similar platforms
• Excellent knowledge of support operations, metrics, processes, and tools
• Adaptable, honest, and innovative problem-solver
• Experience with digital technologies, automation, and AI
• Familiarity with SaaS, Cloud technologies, and subscription models preferred
• Skilled in leading customer self-service initiatives
• Superb communication skills across all organizational levels
• Proven ability to manage projects and meet tight deadlines

What success looks like:

After six months, you will…

• Have a good understanding of our products and support processes
• Continuously assess team strength, gaps, and development areas 
• Develop process improvements based on your experience
• Have identified and established regular cadence calls with your team and peers in support management

After about a year, you will…

• Be able to accurately report on progress and impact of the team 
• Create career development plans for the team
• Ensure enablement activities are driving the desired results in the quality of support provided to customers and internal stakeholders
• Obtain the necessary knowledge and experience to have a voice in shaping the evolution of the organization 

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 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.

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.