Enterprise Technical Support Engineer - SaaS

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 2026, 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 - SaaS

We have an opportunity for an Enterprise TSE-SaaS to join our SaaS Technical Support team in Trivandrum, Kerala, reporting to the Associate Manager of SaaS Support. In this pivotal role, you will provide technical assistance for Infoblox SaaS customers. This includes responding to customer inquiries via phone, email, chat, and web, diagnosing and analyzing problems, working collaboratively with internal teams like Engineering, and providing 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.

Be a Contributor — What You’ll Do 

• Provide remote technical support for our SaaS customers and partners 
• Take ownership of customer issues and see problems through to resolution 
• Drive positive customer experiences through timely, clear, and proactive communication 
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues 
• Create, update, and improve technical documentation, knowledge articles, and playbooks 
• Recommend and enhance solutions that improve application and system functionality, features, and defect fixes 
• Use your intuition, innovation, and AI-driven insights to provide solutions and workarounds for customers 
• Transform complex customer issues into actionable troubleshooting steps using AI tools, and utilize AI to summarize case details, document key findings, and analyse technical data and logs 
• Collaborate with Engineering and cross-functional teams to fix product bugs and drive product enhancements 
• Support a 24x7x365 organization by working rotational shifts, including night shifts, and taking on-call responsibilities

Be Prepared — What You Bring 

• Minimum one year of experience in a technical assistance center role for global customers 
• Solid knowledge of TCP/IP and core networking protocols 
• Basic understanding of networking concepts, including DNS, DHCP, VRRP, OSPF, and BGP, along with cloud technologies such as AWS, SaaS, PaaS, IaaS, and microservices 
• Excellent verbal and written communication skills with a strong customer-focused approach 
• Strong logical analysis capabilities to identify root causes, resolve complex technical issues, and ensure positive support experiences 
• Commitment to following support processes, quality standards, and documentation best practices while using AI responsibly 
• Excellent skills in AI prompting for troubleshooting and AI-assisted technical analysis 
• Ability to convert vague or incomplete customer problems into clear, structured prompts that help AI tools produce useful troubleshooting assistance 
• Ability to validate AI-generated output against product behaviours, logs, internal processes, and customer context before applying it 
• Willingness to support a 24x7x365 environment, including rotational and night shifts, and on-call responsibilities 

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: 

• Deliver a signature win: ship a feature, close a marquee deal, launch a campaign, or roll out a game-changing process.

One Year: 

• Own your domain, mentor the next newcomer, and steer our roadmap with data-driven ideas.

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 with healthy snacks (and the occasional cupcake), plus hackathons, game nights, and culture celebrations. 
• Charitable Giving Program supported by Company Match. 
• We practice pay transparency and reward performance. Offers reflect role location, internal equity, experience, skills, education, and certifications

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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