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Manager, Technical Support

Company: Infoblox
Location: Tacoma
Posted on: May 6, 2021

Job Description:

Infoblox is seeking a Manager, Technical Support, who will be responsible for managing and leading a team of Technical Support Engineers and the Federal Support team. They will be accountable for all aspects of support for DDI (DNS/DHCP/IPAM), our most extensive product line.The ideal candidate should have previous experience of leading complex technical support operations along with a proven record of building highly efficient cross-functional teams with an unwavering focus on continuous improvement. This position will report to the Senior Manager - AMS Technical Support and be based in Tacoma, WA.Responsibilities:Manage the daily operational performance of Infoblox's Technical Support CenterDrive resolution of complex production issues, including escalation, delivery, and operational processesHire, develop and lead a team of Technical Support EngineersManage the business relationship between customers, Infoblox team, and channel partnerCollaborate with other organizations such as sales, engineering, QA, and IT to improve overall customer satisfaction objectivesManage workflow relationships with Tier 1 and 2 managementContinue to seek and define improvements in areas of escalation management and processesEnsure that current escalation procedures are followed and help educate all teams on that processRequirements:5+ years of experience managing technical support teams, technical account management teams, or complex call centers5+ years of hands-on Technical support experience for a networking product is a plus; support experience of DNS/DHCP preferredRequires broad functional knowledge in all aspects of technical support management, including training and staff development; support planning; logistics; and process/policy improvementExperienced in managing complex projectsRequires outstanding written and verbal communication skillsKnowledge of; TCP/IP, SNMP, DNS/DHCP, routing/switching, Unix/Linux, and general end-to-end networking. Direct hands-on experience in these areas is highly desiredOccasional travel may be requiredThe ideal candidate will possess....5+ years of experience managing technical support teams5+ years of hands-on technical support experience for a networking product is a plussupport experience of DNS/DHCP preferredSolid interpersonal skills and communication skillsAbility to stay calm in high-pressure situations.Excellent written and verbal communication skillsEducation:Bachelor's Degree required (Computer Science, Computer Engineering, IT preferred)Perks:Work with a world-class team in a rapidly growing companyDiscretionary Paid Time Off policy to promote a healthy work/life balanceCross-functional break room stocked with snacks and drinksAssigned, dedicated personal workspaceAnd many, many more perks!It's an exciting time to be at Infoblox. We are the market leader in technology for network control. Our success depends on bright, energetic, talented people who share a passion for excellence in building the next generation of networking technologies"and having fun along the way. Infoblox offers a fast-paced, action-oriented environment. We promote a culture that embraces innovation, change, teamwork, and strong partnerships. Join the winning Infoblox team"our future looks bright, and so will yours. To check out what it's like to be a Bloxer, clickhere.#LI-CN10

Keywords: Infoblox, Tacoma , Manager, Technical Support, Executive , Tacoma, Washington

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