Technical Support Specialist

Infoblox (Madrid, España) Publicado hace 12 días

Description

Infoblox’s Support Team is looking for an ambitious and intelligent individual to join our highly talented group in any major city where Infoblox is based.  As a Senior Technical Support Escalations Engineer (TSE’s), you will be specifically focussed on supporting Infoblox’s Service Provider customers. You will be given the opportunity to get hands-on experience working with bleeding-edge technology in a growing company.  Come join a team where we have mentors (NOT managers) that provide their team with all the skills, tools, and knowledge to cultivate a long and successful career. 

Our Tier 3 Sr. TSE’s work with customers (internal and external) to solve complex situations in creative ways.  With our new Cloud and Security offerings, you will be at the forefront of relevant and necessary technology.  If you are passionate about technology, customer service, and have a Service Provider background, then this opportunity is right for you.

Responsibilities:

  • Provide (remote) technical support for Infoblox Service Provider customers and partners
  • If needed, assist with ongoing Support Escalations from non-Service Provider customers
  • Take ownership of customer issues reported and see problems through to resolution
  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues
  • Provide prompt and accurate feedback to customers
  • Partner with and support assigned Infoblox Technical Account Managers; resident engineers and sales engineers
  • Provide root cause analysis document for outages when needed
  • Recommend new and existing solutions, which involve enhancing application/systems functionality, features and defect repair
  • Be intuitive and inventive by providing solutions and workarounds for customers
  • Install and configure Infoblox products as well as third-party software for support lab testing purpose when needed
  • Mentor the more junior Tier 1 and new Tier 2 Engineers
  • Complete rotational on-call duty as assigned

Requirements:

  • 8+ years remote Technical support/Systems administration/Network administration background desirable
  • Strong background and knowledge in Service Provider architectures and solution creation
  • Solid expertise in TCP/IP and networking protocols
  • Knowledge of DNS, DHCP and other product related protocols and technology
  • Ability to read and comprehend detailed network topology maps
  • Ability to read log-level data such as; sniffer traces, SNMP traps, crash files, and system logs
  • Excellent verbal and written communication skills.
  • Fluency in English is a must. (other European languages French, German, Spanish or Italian is a plus)
  • Working knowledge of L2 switching and L3 routing technologies or protocols
  • Strong customer service skills
  • Self-starter with the ability to multi-task in a high-pressure, fast-paced, fast-growth environment
  • Team player

Preferred Skills:

  • Knowledge of network security management, firewalls, and security protocols
  • Experience with mitigation of security threats at firewall level Knowledge of attack patterns and DNS specific attacks
  • Understanding of one or more operating systems (Unix/Microsoft)
  • Programming and/or scripting skills (Python preferred)
  • End-to-end networking troubleshooting skills a plus
  • Experience with third-party solutions such as Load Balancers, Routers/switches, Proxy servers and Next Generation Firewall
  • Certifications: CCNA, Security+, CICA, CIST and/or CISSP
  • Security clearance a huge plus

Education:

  • Bachelor’s degree in computer science, Computer Engineering, or another technical field

It’s an exciting time to be at Infoblox. We are the market leader in technology for network control. Our success depends on bright, energetic, talented people who share a passion for excellence in building the next generation of networking technologies—and having fun along the way. Infoblox offers a fast-paced, action-oriented environment. We promote a culture that embraces innovation, change, teamwork, and strong partnerships. Join the winning Infoblox team—our future looks bright, and so will yours. To check out what it’s like to be a Bloxer, click  .


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