Senior Escalation Enterprise TSE Job Amsterdam area,North Holland Netherlands,IT/Tech

It’s an exciting time to be ed a Top 25 Cyber Security Company by The Software Report and one ofInc. 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 Senior Escalation Enterprise TSE to join our EMEA Support team in the Netherlands, reporting to the Manager, Enterprise Support. In this role, you will play a crucial role in ensuring the success of our clients by delivering top-notch technical support for our industry-leading products and solutions. You will also troubleshoot and resolve complex technical issues, provide expert guidance, and collaborate with cross-functional teams to deliver exceptional customer service.

You’re 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 expert-level technical support to service provider customers, including troubleshooting, root cause analysis, and problem resolution
Handle escalated support cases and work closely with Tier 1 and Tier 2 support engineers to ensure timely and effective issue resolution
Collaborate with cross-functional teams, including Engineering, Product Management, and Sales, to drive customer success and product improvement initiatives
Serve as a subject matter expert on Infoblox solutions for service providers, staying up-to-date with the latest product features, enhancements, and industry trends
Document and track customer interactions, technical issues, and resolutions in the ticketing system to ensure accurate and comprehensive records
Participate in knowledge sharing activities, including creating technical documentation, FAQs, and best practices guides for internal and external use
Conduct regular training sessions and workshops for Tier 1 and Tier 2 support engineers to enhance their technical knowledge and troubleshooting skills
Identify and elevate product enhancement requests, bug reports, and customer feedback to the appropriate teams for further investigation and resolution
Contribute to the development and improvement of support processes, tools, and methodologies to optimize efficiency and customer satisfaction
Stay up-to-date on industry trends, emerging technologies, and competitive landscape related to network automation, DNS, DHCP, and IP address management (DDI) solutions

What you’ll bring:

Bachelor’s degree in computer science, engineering, or a related field
Minimum 8 years of experience in a technical support role, preferably with a focus on large-scale network environments
In-depth knowledge of network protocols, DNS, DHCP, IPAM, and related protocols and a solid understanding of network security concepts and practices
Experience troubleshooting complex networking and system-related issues, including TCP/IP, routing, switching, and firewalls
Proficiency in Linux/Unix operating systems and scripting languages, such as Python and Perl, for automation and troubleshooting purposes
Familiarity with virtualization and cloud technologies including Open Stack, AWS, and Azure is highly desirable
Excellent problem-solving and…