Staff Technical Account Manager
vor 2 Wochen
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.
We are looking for a Staff Technical Account Manager - ANZ to join our APJ Support team in Canberra or Sydney, Australia, reporting to Senior Manager, 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.
What you'll do:
Provide remote and on-site 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.
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 to produce Method of Procedure documents.
Deliver quarterly business reviews to customers.
What you'll bring:
Bachelor's degree in computer science, engineering or equivalent.
Minimum 6+ years of experience in Technical Assistance Center role for global customers.
Certified access to any Australian government security clearance level is desired with a minimum of NV1 clearance, NV2 or PV preferred.
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 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 resolutions.
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 creation of 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.
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.
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