Enterprise TSE professionals

We have an opportunity for an Enterprise TSE to join our Support Operations team in Trivandrum, reporting to the manager of Technical Support . In this pivotal role, you will provide technical assistance to our 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 remote technical support for our customers and partners Own customer issues and see problems through to resolution Research, diagnose, troubleshoot, and identify solutions to resolve customer issues Provide prompt and accurate feedback to customers Document knowledge in the form of knowledge-based tech notes and articles Recommend new and existing solutions, which involve enhancing application and systems functionality, features, and defect repair Use your intuition and innovation to provide solutions and workarounds for customers Install and configure Infoblox products and third-party software for support lab testing purposes Support a 24x7x365 organization by working rotational shifts and taking on-call responsibilities Be Prepared What You Bring At least one year of experience in remote technical support or systems administration; network administration background desirable Solid knowledge in TCP/IP and networking protocols Ability and desire to learn DNS, DHCP, and other product-related protocols and technology Excellent verbal and written communication skills Understanding of one or more operating systems such as Microsoft or Linux desirable Working knowledge of L2, L3 devices Solid customer service skills Outstanding analytical and organizational ability Self-starter and a good team player with the ability to multi-task in a high-pressure, fast-paced, fast-growth environment Bachelor s degree or relevant experience is required 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: Work with Engineering to resolve customer issues Handle outage calls One Year: Handle all product-related issues Deliver TOI on existing and new features Work on becoming a features expert