Manager, Enterprise Support
hace 3 semanas
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 Manager, Enterprise Support – TAM (Technical Account Managers) to join our team located in the EMEA region, reporting to the senior manager of Technical Support based in the US. In this role, you will manage an international team of technical account managers who provide dedicated technical support to our customers covering the APJ and EMEA time zones. This team is responsible for supporting customers with responsibility for all aspects of the Infoblox product set.You are the ideal candidate if you enjoy leading teams and collaborating across departments, with an unwavering focus on continuous improvement.What you’ll do:Manage the daily operational performance of Infoblox’s international TAM teamDrive resolution of complex production issues, including escalation, delivery, and operational processesHire, develop, and lead a team of TAM support engineersManage the business relationship between customers, the Infoblox team, and partnersCollaborate with other organizations such as Sales, PM, Engineering, QA, and IT to improve overall customer satisfaction objectivesManage workflow relationships with other leaders in the support organizationSeek and define improvements in areas of escalation management and processesEnsure that current escalation procedures are followed and help educate team members on that processWhat you’ll bring:2+ years of experience managing technical support teams or technical account management teams5+ 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 customer relationshipsRequires outstanding written and verbal communication skills in EnglishKnowledge 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 desiredBachelor’s degree required, computer science, computer engineering, IT preferredWhat success looks like:After six months, you will…Have a good understanding of our products and support processesContinuously assess team strength, gaps, and development areasDevelop process improvements based on your experienceHave identified and established regular cadence calls with your team and peers in support managementAfter about a year, you will…Be able to accurately report on progress and impact of the teamCreate career development plans for the teamEnsure enablement activities are driving the desired results in the quality of support provided to customers and internal stakeholdersObtain the necessary knowledge and experience to have a voice in shaping the evolution of the organizationWe’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. We have a strong culture and live our values 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 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. 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 what it’s like to be a Bloxer. We think you’ll be excited to join our team.
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Manager, Enterprise Support
hace 4 semanas
España Infoblox A tiempo completoIt’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...
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España ARES CONSULTORES A tiempo completoDescriptionIt’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...
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