*Hybrid role: Requires being in the Burnaby office at least 2 days a week*
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 Enterprise Technical Support Engineer–SaaS to join our SaaS Technical Support team in Burnaby, BC, reporting to the senior manager of Enterprise Support. In this hybrid role, you will provide technical assistance for Infoblox SaaS customers, including responding to customer inquiries via phone, email, chat, and web. You will also diagnose and analyze problems, work collaboratively with internal teams like Engineering, and provide workarounds and answers for customer issues and questions. This is a complex, fast-paced environment, and you will own the most critical part of the customer experience.
You are the ideal candidate if you are a passionate learner who is eager to take on exciting new technologies, understand customer issues, and work relentlessly to find solutions. You are an independent, proactive, outside-the-box thinker who collaborates across teams and is driven by meeting deadlines and achieving results.
What you’ll do:
- Provide remote technical support for Infoblox SaaS customers and partners
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Take ownership of customer issues and see problems through to resolution
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Research, diagnose, troubleshoot, and identify solutions to resolve customer issues
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Provide prompt and accurate feedback to customers
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Write knowledge-based tech notes and articles
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Recommend new and existing solutions, which involves enhancing applications and systems functionality, features, and defect repairs
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Use your intuition and innovation to provide solutions and workarounds for customers
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Install and configure Infoblox products and third-party software for support lab testing purposes
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Collaborate with Engineering to fix product bugs and make product enhancements
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Support a 24x7x365 organization by taking on-call responsibilities
What you’ll bring:
- 1+ year of experience in a Technical Assistance Centre role for global customers
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Solid knowledge in TCP/IP and networking protocols
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Excellent verbal and written communication skills
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Excellent customer service skills
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Basic understanding of DNS and DHCP
- Basic knowledge in protocols such as VRRP, OSPF, and BGP
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Basic understanding of AWS, SaaS, PaaS, IaaS, and microservices
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Basic understanding of one or more operating systems, such as Microsoft or Linux is desirable
- Ability to multitask in a high-pressure, fast-paced, fast-growth environment
What success looks like:
After six months, you will…
- Understand Infoblox SaaS product technologies and protocols
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Handle Infoblox customer issues
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Work closely with teams within Support and Engineering to resolve customer-related issues
After about a year, you will…
- Have proficient knowledge of Infoblox SaaS product technologies and protocols
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Handle service-impacting customer issues to closure
We’ve got you covered:
In the spirit of pay transparency, we are excited to share our compensation philosophy. At Infoblox, we believe in paying for performance. You can expect our employment offers to take many factors into consideration, including but not limited to the location of the role, internal equity, applicable past experience, individual skill set, education, and professional certifications. Please keep in mind that the range mentioned is the base salary range for the role. The typical base salary range for this position based in the province of British Columbia is $55,300 – $79,750 plus a corporate bonus.
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.
Speaking of a great work environment, here are just a few of the perks you may enjoy, depending on your location…
- Boutique office space with state-of-the-art amenities, located in the heart of Metro Vancouver area; bike-friendly and steps from SkyTrain and Metrotown Mall
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Onsite parking paid for by the company
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Generous company contribution towards RRSP (independent of employee contribution!)
- Onsite massages, ping-pong table, dartboard, and a nap room/wellness room for moms
- Stay fueled with healthy snacks, free bean-to-cup gourmet coffee options and selections of exotic teas, juices and refreshing beverages, and biweekly Thirsty Thursday local craft beers, BC wines, and BC ciders
- Enjoy our generous PTO policy and flexible work environment because we know the importance of having a great work-life balance— sometimes your best work is done in slippers
- We are passionate about lifelong learning and growth, and offer opportunities through a world-class learning platform (Litmos), training, workshops, mentorship, and an annual up to $5,000 Career Development reimbursement benefit
- Our teams spend time together outside of work, too — we have several annual team outings, have gone on hikes and Grouse Grind, hosted family BBQs, go-karting, boat cruises, etc.
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Be confident bringing your whole self to work — we’re proud to be an inclusive company with diverse teams and our values grounded in ethics and equality
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.
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