Job Description

Senior Manager, Enterprise Support

Technical Support Trivandrum, Kerala

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 Manager, Enterprise Support to join our SaaS team in Trivandrum, reporting to the director of Enterprise Support. In this role, you will be responsible for managing and leading a team of technical support engineers, who are accountable for all aspects of our SaaS portfolio, which includes DNS/DCHP/IPAM.

You are the ideal candidate if you have experience leading complex customer support operations along with a proven record of building highly efficient cross-functional teams, with an unwavering focus on continuous improvement.

What you\'ll do:

\xc2\xb7 Manage the daily operational performance of our technical support center

\xc2\xb7 Drive resolution of complex production issues, including escalation, delivery, and operational processes

\xc2\xb7 Hire, develop, and lead a team of technical support engineers

\xc2\xb7 Manage the business relationship between customers, Infoblox teams, and channel partners

\xc2\xb7 Collaborate with other organizations, such as Sales, Engineering, QA, and IT, to improve overall customer satisfaction objectives

\xc2\xb7 Manage workflow relationships of SaaS subject matter experts and tier one and two management

\xc2\xb7 Seek and define improvements in the areas of escalation management and processes

\xc2\xb7 Ensure that current escalation procedures are followed and help educate all teams on the process

What You\'ll Bring:

\xc2\xb7 5+ years of experience managing technical support teams of at least three direct reports, technical account management teams, or complex call centers

\xc2\xb7 5+ years of hands-on technical support experience for a cloud and networking product is a plus; support experience in SaaS, including DNS/DHCP, is preferred

\xc2\xb7 Broad functional knowledge in all aspects of technical support management, including training and staff development, support planning, logistics, and process/policy improvement

\xc2\xb7 Experience managing complex projects

\xc2\xb7 Outstanding written and verbal communication skills

\xc2\xb7 Knowledge of cloud, TCP/IP, SNMP, DNS/DHCP, routing/switching, Unix/Linux, and general end-to-end networking; direct hands-on experience in these areas is highly desired

\xc2\xb7 Bachelor\'s degree required, preferably in computer science, computer engineering, or IT

What success looks like:

After six months, you will\xe2\x80\xa6

\xc2\xb7 Be familiar with all aspects of the SaaS environment and operational procedures

\xc2\xb7 Lead efforts to improve the supportability of the SaaS environment

\xc2\xb7 Lead cross-functional interlocks within other Infoblox teams, including Engineering, Product Management, and Sales

After a year, you will\xe2\x80\xa6

\xc2\xb7 Gain deep knowledge of Infoblox\'s SaaS portfolio and environment

\xc2\xb7 Collaborate with cross-functional stakeholders to facilitate escalation process improvements and consistent customer satisfaction

\xc2\xb7 Lead your team to achieve goals and KPIs while fostering an environment focused on career development and growth

We\'ve got you covered:

Our holistic 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, including a Provident Fund with company match and generous paid time off to help you balance your life. We have a strong culture and live our 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 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 . We think you\'ll be excited to join our team.

Infoblox