Enterprise Technical Support

At Infoblox, every breakthrough begins with a bold “what if.” 
What if your ideas could ignite global innovation? 
What if your curiosity could redefine the future? 

We invite you to step into the next exciting chapter of your career journey. Bring your creativity, drive, your daring spirit, and feel what it’s like to thrive on a team big enough to make an impact, yet small enough to make a difference. Our cloud-first networking and security solutions already protect 70% of the Fortune 500, and we’re looking for creative thinkers ready to push that influence even further. Join us and discover how far your bold “what if” can take the world, your community, and your career. 

Here, how we empower our people is extraordinary: Glassdoor Best Places to Work 2025, Great Place to Work-Certified in five countries, and Cigna Healthy Workforce honors three years running — and what we build is world-class: recognized as CybersecAsia’s Best in Critical Infrastructure 2024 — evidence that when first-class technology meets empowered talent, remarkable careers take shape. So, what if the next big idea, and the next great career story, comes from you? Become the force that turns every “what if” into “what’s next”. 

In a world where you can be anything, Be Infoblox. 

Enterprise TSE

We have an opportunity for an Enterprise TSE  to join our Support Operations team in Trivandrum, reporting to the Associate Manager, Enterprise Support of Technical Support. In this pivotal role, you will be responsible for providing technical assistance to Infoblox customers. This involves responding to customer inquiries via phone, email, and web; diagnosing and analyzing problems; and providing workarounds for customers. This is a complex, fast-paced environment, and you will own the most critical part of the customer experience.

Be a Contributor — What You’ll Do 

• Provide high-quality remote technical support to Infoblox enterprise customers and partners via phone, web, and email as part of a 24x7x365 support model 
• Take full ownership of customer issues from first response through resolution or appropriate internal handoff, ensuring accountability and clear communication at every stage 
• Perform structured initial triage by reviewing customer details, validating product versions and configurations, checking known issues, and documenting findings in the case record 
• Troubleshoot DDI-related issues (DNS, DHCP, IPAM) and network configurations across Layer 2/3 in on-premises and hybrid cloud environments 
• Analyze logs, packet captures, and support bundles to isolate root cause, reproduce issues in lab environments, and validate potential fixes or workarounds 
• Use tools such as Wireshark, tcpdump, and CLI utilities to investigate protocol-level behavior and performance issues 
• Leverage AI-powered support tools and generative assistants to accelerate troubleshooting, summarize case histories, and draft customer-ready updates, validating all AI recommendations with your technical judgment 
• Contribute to and refine the AI-enabled knowledge base by validating AI-generated content, tagging and curating articles, and sharing feedback to improve model accuracy 
• Support critical incidents and outage situations by following defined escalation paths, communication cadences, and response procedures, including clear status updates 
• Participate in inbound phone coverage, shift handoffs, and after-hours/on-call rotations, ensuring smooth transitions so no customer issue loses context 

Be Prepared — What You Bring 

• 2+ years of experience in a technical support or customer-facing engineering role for networking or security products, including phone and case/ticket-based support 
• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience 
• Solid understanding of TCP/IP and Layer 2/3 networking fundamentals, including subnetting, routing, switching, VLANs, and basic security concepts (ACLs, firewalls, NAT) 
• Strong knowledge of DNS, DHCP, and IP Address Management (IPAM) concepts in enterprise and/or data center environments 
• Hands-on experience with packet capture and diagnostic tools (for example, Wireshark, tcpdump) and CLI/terminal-based troubleshooting on Linux/Unix or network devices 
• Proven ability to independently troubleshoot and resolve complex technical issues using logs, packet captures, and lab reproduction to drive root-cause analysis 
• Experience working with ticketing systems and structured support workflows, with the ability to prioritize work, manage SLAs, and take timely action on aging or blocked cases 
• Strong verbal and written communication skills, with the ability to explain technical concepts clearly and document issues and solutions concisely 
• Customer-centric mindset with a strong sense of ownership, urgency, and professionalism in high-pressure or escalated situations 
• Comfort using AI-assisted support tools in daily troubleshooting and documentation, and the ability to critically evaluate and validate AI-generated outputs before sharing with customers 

Be Successful — Your Path

          First 90 Days:

• Immerse in our culture, connect with mentors, and map the systems and stakeholders that rely on your work.

  Six months:

• Independently manage a full caseload of enterprise support tickets across Infoblox DDI products while meeting response and resolution SLAs
• Demonstrate strong proficiency in support tools, lab workflows, AI-assisted troubleshooting, and standard escalation procedures
• Contribute meaningful knowledge assets and identify improvement opportunities that reduce repeat issues and strengthen customer outcomes

        One year:

• Serve as a trusted resource in key product areas such as DNS, DHCP, IPAM, or security integrations and support newer team members with troubleshooting best practices
• Lead complex escalations and critical incidents with strong technical judgment, clear communication, and a high standard of customer care
• Drive operational improvements through stronger runbooks, AI-enabled workflow feedback, and ideas that improve case quality and time to resolution

Belong— Your Community 

Our culture thrives on inclusion, rewarding the bold ideas, curiosity, and creativity that move us forward. In a community where every voice counts, continuous learning is the norm. So, whether you code, create, sell, or care for customers, you’ll grow and belong here.  

Be Rewarded — Benefits That Help You Grow, Thrive, Belong 

• Comprehensive health coverage, generous PTO, and flexible work options.   
• Learning opportunities, career-mobility programs, and leadership workshops. 
• Sixteen paid volunteer hours each year, global employee resource groups, and a “No Jerks” policy that keeps collaboration healthy. 
• Modern offices healthy snacks (and the occasional cupcake), plus hackathons, game nights, and culture celebrations. 
• Charitable Giving Program supported by Company Match. 

Ready to Be the Difference? 

Infoblox is an Affirmative Action and Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis 

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