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Description Hybrid role: Requires being in the Tacoma office at least 2 days a week It's an exciting time to be at Infoblox.Named a Top 25 Cyber Security Company by The Software Report and one ofInc. 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 an Enterprise Technical Support Engineer to join our Support Operations team in Tacoma, WA, reporting to the manager of Technical Support. In this role, you will provide technical assistance to Infoblox 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. You are the ideal candidate if you are a strategic thinker who is driven to collaborate across teams, operates independently, and is deadline and results-driven. What you'll do: Provide remote technical support for Infoblox customers and partners Take ownership of 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 What you'll bring: At least one year of remote technical support experience; systems administration and network administration background desirable Solid knowledge of 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, including Microsoft and Linux, is desirable Working knowledge of L2, L3 devices Excellent 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, rapid-growth environment Bachelor's degree or relevant experience is required What success looks like: After six months, you will... Provide technical support for Federal Infoblox customers and partners Work with Engineering to resolve customer issues Handle outage calls After about a year, you will... Handle all product-related issues Deliver TOI on existing and new features Work on becoming a features expert We've got you covered: In the spirit of pay transparency, we are excited to share our compensation philosophy. At Infoblox, we believe in paying for performance. You can expect our employment offers to take many factors into consideration, including but not limited to the location of the role, internal equity, applicablepast experience, individual skill set, education, and professional certifications. Please keep in mind that the range mentioned is the base salary range for the role. The typical base salary range for this position in Tacoma, WA is $60,400 - $87,010 plus corporate bonus potential. Our holisticbenefitspackage includes coverage of your health, wealth,