Manager, Enterprise Support

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 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.

**What you’ll do**:

- Manage the daily operational performance of Infoblox’s international TAM team
- Drive resolution of complex production issues, including escalation, delivery, and operational processes
- Hire, develop, and lead a team of TAM support engineers
- Manage the business relationship between customers, the Infoblox team, and partners
- Collaborate with other organizations such as Sales, PM, Engineering, QA, and IT to improve overall customer satisfaction objectives
- Manage workflow relationships with other leaders in the support organisation
- Seek and define improvements in areas of escalation management and processes
- Ensure that current escalation procedures are followed and help educate team members on that process

**What you’ll bring**:

- 2+ years of experience managing technical support teams or technical account management teams
- 5+ years of hands-on technical support experience for a networking product is a plus; support experience of DNS/DHCP preferred
- Requires broad functional knowledge in all aspects of technical support management, including training and staff development, support planning, logistics, and process/policy improvement
- Experienced in managing complex customer relationships
- Requires outstanding written and verbal communication skills in English
- Knowledge 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 desired
- Bachelor’s degree required, computer science, computer engineering, IT preferred

**What success looks like**:
After six months, you will
- Have a good understanding of our products and support processes
- Continuously assess team strength, gaps, and development areas
- Develop process improvements based on your experience
- Have identified and established regular cadence calls with your team and peers in support management

After about a year, you will
- Be able to accurately report on progress and impact of the team
- Create career development plans for the team
- Ensure enablement activities are driving the desired results in the quality of support provided to customers and internal stakeholders
- Obtain the necessary knowledge and experience to have a voice in shaping the evolution of the organization

**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. 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.