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Manager, Technical Support 9/16/2017

Infoblox Inc. Tacoma, WA

Company
Infoblox Inc.
Job Classification
Full Time
Company Ref #
o6b15fw7
Location
Tacoma, WA
Experience
Mid-Career (2 - 15 years)
Job Type
Regular
Education
Bachelors Degree
AJE Ref #
579539479

JOB DESCRIPTION

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DESCRIPTION

The Manager, Technical Support is responsible for managing and leading a team of Technical Support Engineers. You will be responsible for all aspects of support for DDI (DNS/DHCP/IPAM), our largest product line. The functions include customer service and managing escalations for Infoblox s Americas customers. This position is based in Tacoma, WA. This position requires a solid understanding of the support model for an enterprise technology product.

Responsibilities:

* Responsible for daily operational performance of Infoblox s Technical Assistance Center

* Manage and drive customer escalations through resolution

* Ensure quality and service delivery standards are met

* Hire, develop and lead a team of Technical Support Engineers

* Responsible for short and long-term performance management of level-2 and level-1 Technical Support Engineers

* Manage scheduling of staff

* Collaborate with other organizations such as Sales, Engineering, QA, Operations, Product Management and IT to improve overall customer satisfaction objectives

Requirements:

* 3-5 years experience managing high-volume TACs, preferably for an enterprise product

* 2-5 years hands-on technical support experience for a networking product is a plus. Support experience of DNS/DHCP preferred

* Thorough familiarity with enterprise technical support practices

* Outstanding written and verbal communication skills

Education:

* Bachelor s Degree required (Computer Science, Computer Engineering, IT preferred)

Perks:

* Big company technology used in a small company environment

* Direct access to knowledgeable leaders and mentors

* Being part of the decision-making process

* Work for a rapidly growing company

* Career path with opportunities to grow your career

* Weekly social events

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 click Here.

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Infoblox is an equal opportunity employer M/F/V/D.