Infoblox

Job Description

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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.

We have an opportunity for a Senior Technical Success Manager to join our APJ Support team located in Kuala Lumpur, Malaysia, reporting to the Manager, Technical Success - APJ. In this pivotal 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 analyse problems, provide weekly status reports, solve customer issues with internal Infoblox teams, and visit customers. At Infoblox, you will be able to strive in a unique work environment that emphasizes career growth, excellence, innovation, and collaboration.

Be a Contributor - 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)

Be Prepared - What You Bring

• Bachelor’s degree in computer science, engineering or equivalent
• Minimum 5+ years of experience in a Technical Assistance Center role for global customers
• 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

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: Autonomously work on Level-1 and Level-2 cases to resolution, achieve our highest Level-3 technical troubleshooting competency through our INE certification, and learn some of our best-in-class internal processes and tools required for the role.

One Year: Independently work on critical Severity-1 calls to resolution and engage with Infoblox Engineering, contribute to creating technical content/KB articles, provide guidance and consultation for junior/new engineers, and participate in rotation on-call duties as assigned.

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. Click here to learn more about life as a Bloxer.

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 EV charging, 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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