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Senior Technical Account Manager

5.00 to 11.00 Years   Thiruvanananthapuram   09 Nov, 2020
Infoblox
Job LocationThiruvanananthapuram
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Hardware / Networking
Functional AreaSales / BD,Network / System Administration
EmploymentTypeFull-time

Job Description

Senior Technical Account Manager

Technical Support Trivandrum, Kerala

Description

Infoblox is seeking a Senior Technical Account Manager to join our Support Operations team in Trivandrum. As a Technical Account Manager, you will be given the opportunity to get hands-on experience working with bleeding-edge technology in a growing company. Come join our team where we have mentors, (NOT managers), that provide their teams with all the skills, tools, and knowledge to cultivate a long and successful career. This role reports to the Director, Technical Support based out of Trivandrum.

In this new and exciting role, you are the Customer s Champion. You are primarily responsible for all support related activities for one of Infoblox s Service Provider customers. This involves responding to customer inquiries via phone, email and web, diagnosing/analyzing problems, providing weekly status reports, and solving customer issues with internal Infoblox teams.

Responsibilities:

  • Be the face of Infoblox s support organization towards our Service Provider customers
  • Be intuitive and inventive by providing solutions and workarounds for customers
  • Own technical escalations for Service Provider customers and engage with Infoblox Engineering, Support Escalations, and Infoblox account team to drive the escalations through the closure
  • Recommend new and existing solutions which involve enhancing application/systems functionality, features, and defect repair, based on the product roadmap and release content
  • Monitor security issues reported for possible impact to your active account
  • Partner with assigned resident engineer and sales engineer to ensure alignment for best customer experience
  • Help Service Providers during their maintenance activities involving Infoblox product
  • Deliver weekly progress updates to customer and conduct regular face to face business reviews

Requirements:

  • 3+ years of Technical support/Systems Administration/Network Administration background desirable
  • Demonstrated experience with DNS and DHCP, IP address management, SNMP, network monitoring tools, and virtual machines
  • 3+ years Unix/Linux Administration
  • Solid knowledge in TCP/IP and networking protocols
  • Working knowledge of firewall, switches, and routers
  • Very strong customer service skills
  • Outstanding analytical and organizational ability
  • Excellent verbal and written English communication skills
  • Self-starter with the ability to multi-task in a high-pressure, fast-paced, and fast growth environment
  • Team player
  • Willingness to be in an on-call rotation if needed
  • Ability to work during maintenance windows with customers during non-business hours

Preferred Skills:

  • Knowledge of network security management, firewalls, and security protocols
  • Experience with mitigation of security threats at the firewall level, Knowledge of attack patterns and DNS specific attacks
  • Understanding of one or more operating systems (Unix / Microsoft)
  • Python, Perl, or other programming skills
  • Certifications: CCNA, Security+, CICA, CIST, and CISSP
  • Security clearance a huge plus

Education:

  • Bachelor s degree or relevant experience is required
,

Keyskills :
project managementaccount managementdeliveryproduct managementslanetwork monitoring toolsenvironmental impact assessmentcustomer servicenetwork securitymonitoring toolsvirtual machinestechnical supportoperating systemsservice providersnetwor

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