Senior Technical Account Manager

Technical Support Petaling Jaya, Selangor

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Description

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 a Senior Technical Account Manager to join our APJ Support team located in Kuala Lumpur, Malaysia, reporting to the senior manager of, Technical Support - APJ. In this role, you will provide onsite and remote support to high profile customers, responding to their inquiries via phone, email, and web. You will also diagnose and analyze problems, provide weekly status reports, solve customer issues with internal Infoblox teams, and visit customers. This is an exceptional opportunity to join a growing, successful, and innovative organization. At Infoblox, you will be able to strive in a unique work environment that emphasizes career growth, excellence, innovation, and collaboration. 

You are the ideal candidate if you pursue results relentlessly and enjoy problem-solving. You are naturally inquisitive, like to tinker with technology, are proactive and positive, and can solve complex situations in creative ways.                                                                                                                                                                      

What you’ll do:                                                                                                                                                                 
  • Provide remote and onsite technical support for Infoblox customers and partners, including standby for customer change windows
  • Take ownership of customer issues reported and see problems through to resolution
  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues
  • Give prompt and accurate feedback to customers
  • Provide root cause analysis and documentation for outages when needed
  • Recommend new and existing solutions, which involve enhancing application/systems functionality, features, and defect repair
  • Work closely with third-party software vendors and internal teams as the trusted advocate of the customer 
  • Provide intuitive and inventive solutions and workarounds for customers 
  • Install and configure Infoblox products as well as third-party software for support lab testing purpose when needed to produce Method of Procedure documents
  • Deliver operational reviews to customers and stakeholders on regular intervals (quarterly/bi-annual)
 What you’ll bring: 
  • Bachelor’s degree in computer science, engineering or equivalent
  • Minimum 6+ years of experience in a Technical Assistance Center role for global customers
  • Excellent verbal and written communication skills in both English and Mandarin is a must
  • Solid systems administration/network administration experience
  • Experience with mitigation of security threats at the firewall level and proficiency of attack patterns and DNS specific attacks
  • Good expertise in TCP/IP and networking protocols
  • Ability to read log-level data such as sniffer traces, SNMP traps, crash files, and system logs
  • Understanding of or experience with supporting SaaS products and/or virtualization/containers is an added advantage
  • Experience in proactively leading continual service improvement efforts 
  • Excellent customer service skills and team player mindset 
What success looks like: 
                                                                                                                                                                 
After six months, you will….                                                                                                                                                                 
  • Autonomously work on Level-1 and Level-2 cases to resolution
  • Successfully achieve our highest Level-3 technical troubleshooting competency through our INE certification
  • Learn some of our best in class internal processes and tools required for the role
 After about a year, you will…                                                                                                                                                                 
  • Independently work on critical Severity-1 calls to resolution
  • Be able to independently engage with Infoblox Engineering
  • Contribute to creating technical content/KB articles
  • Provide guidance and consultation for junior/new engineers
  • Participate in rotation on-call duties as assigned
We’ve got you covered: 
                                                                                                                                                                 
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, 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.
                                                                                                                                                                 
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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