Support Escalation Engineer

*US Citizenship required for this role to support Federal customers*

At Infoblox, every breakthrough begins with a bold "what if."
What if your ideas could ignite global innovation?
What if your curiosity could redefine the future?

We invite you to step into the next exciting chapter of your career journey. Bring your creativity, drive, your daring spirit, and feel what it's like to thrive on a team big enough to make an impact, yet small enough to make a difference. Our cloud-first networking and security solutions already protect 70% of the Fortune 500, and we're looking for creative thinkers ready to push that influence even further. Join us and discover how far your bold "what if" can take the world, your community, and your career.

Here, how we empower our people is extraordinary: Glassdoor Best Places to Work 2025, Great Place to Work-Certified in five countries, and Cigna Healthy Workforce honors three years running - and what we build is world-class: recognized as CybersecAsia's Best in Critical Infrastructure 2024 - evidence that when first-class technology meets empowered talent, remarkable careers take shape. So, what if the next big idea, and the next great career story, comes from you? Become the force that turns every "what if" into "what's next".

In a world where you can be anything, Be Infoblox.

Support Escalation Engineer

We have an opportunity for a Support Escalation Engineer to join our highly efficient and fun Technical Support team on the West Coast, reporting to the Manager of T3 and Escalated Accounts. In this pivotal role, you will work with external customers to solve complex situations in creative ways. You will lead support calls with global Fortune 500 companies and fix or provide workarounds during "network down" situations. Collaborating closely with Infoblox support engineers and Infoblox engineering, you will be responsible for providing essential escalation assistance.

Be a Contributor - What You'll Do

• Act as the escalation point for tier 2 support engineers

• Take over highly visible, critical customer issues and manage - on your own - through to completion

• Troubleshoot complex customer environments and provide root cause analysis as well as workarounds

• Communicate with the Engineering team on potential defects

• Recommend new and existing solutions which involve enhancing application/systems functionality, features and defect repair

• Be on the Standby shift for Severity 1 outage escalations

• Participate in weekend on-call rotation

Be Prepared - What You Bring

• 5-10 years of experience working in a Technical Support role

• Experience supporting SaaS technology

• Strong troubleshooting experience (hardware, software, network)

• Knowledge of DNS and DHCP protocols and configuration

• Knowledge of commonly used Internet Protocols such as NTP, SNMP, FTP

• Knowledge of authentication protocols such as AD, RADIUS, and LDAP

• Hands-on knowledge with Unix/Linux and Microsoft Windows operating systems

• Solid knowledge in TCP/IP and networking protocols such as VRRP, OSPF, BGP

• Excellent written and verbal communication skills

Not required but a plus:

• Basic scripting skills - BASH, PowerShell

• Cisco, Microsoft, or other technical certifications

• Bachelor's degree in Computer Science, Computer Engineering, or equivalent technical experience
  
• Experience in:
  
  
  
  • JIRA and Salesforce CRM
  • Cloud (AWS, Azure, GCP)
  • APIs, VMware, Wireshark
  • Enterprise and Service Provider networks
  • ChatGPT, Copilot, or other AI tools.
  
  

Be Successful - Your Path

First 90 Days: Immerse in our culture, connect with mentors, and map the systems and stakeholders that rely on your work. Complete Tier 1 support training, and start taking Tier 1 support cases.

Six Months: Complete Tier 2 support training, start taking Tier 2 support cases, and suggest possible improvements.

One Year: Complete Tier 3 support training, start taking Tier 3 support cases, mentor the next newcomer, and steer the support organization with data-driven ideas.

Belong- Your Community

Our culture thrives on inclusion, rewarding the bold ideas, curiosity, and creativity that move us forward. In a community where every voice counts, continuous learning is the norm. So, whether you code, create, sell, or care for customers, you'll grow and belong here.

Be Rewarded -Benefits That Help You Grow, Thrive, Belong

• Comprehensive health coverage, generous PTO, and flexible work options

• Learning opportunities, career-mobility programs, and leadership workshops

• Sixteen paid volunteer hours each year, global employee resource groups, and a "No Jerks" policy that keeps collaboration healthy

• Modern offices with EV charging, healthy snacks (and the occasional cupcake), plus hackathons, game nights, and culture celebrations

• CharitableGiving Program supported by Company Match

• We practice pay transparency and reward performance. Offers reflect role location, internal equity, experience, skills, education, and certifications. Base salary for this position: $119,600 - $180,290 plus bonus

Ready to Be the Difference?

Infoblox is an Affirmative Action and Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis

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