Senior Technical Success Manager

Overview

As Senior Technical Success Manager, you will be the primary contact for Infoblox Enterprise and Service Provider customers across EMEA, guiding them to maximum value from our solutions. You’ll diagnose complex technical issues, deliver status updates, and drive improvements through collaboration with cross-functional teams. This role combines hands-on technical support with strategic customer advocacy to maximise satisfaction and outcomes. You’ll lead root-cause analyses for outages and influence product enhancements. This is a high-impact, customer-centric role in a fast-growing environment.

Pay / Benefits

• comprehensive health coverage
• generous PTO
• flexible work options
• learning opportunities and career-mobility programs
• leadership workshops
• volunteer hours and employee resource groups

Responsibilities

• Provide remote technical support to customers and partners, ensuring satisfaction and success
• Own customer issues end-to-end and drive timely resolution
• Research, diagnose, and troubleshoot to identify effective solutions
• Give prompt feedback to customers on progress and actions taken
• Prepare root cause analysis documentation for outages or critical incidents
• Recommend new and existing solutions to enhance functionality and address defects
• Collaborate with third-party vendors to tackle integration challenges
• Advocate for customers and coordinate with Sales, SE, Engineering, and Product Management to meet requirements
• Install and configure Infoblox products and third-party software for lab testing as needed
• Conduct quarterly business reviews to maximise customer value

Key requirements

• 5+ years in a network infrastructure or appliance technical support role
• Demonstrated DNS, DHCP, IPAM, SNMP, network monitoring, VM, and Unix/Linux administration experience (3+ years)
• Solid TCP/IP knowledge with firewall, switches, and routers
• Experience mitigating security threats at firewall level and understanding DNS attacks
• Ability to read network topology maps and log data (sniffer traces, SNMP traps, crash files, system logs)
• Excellent English communication skills and strong analytical/organizational abilities
• Ability to multi-task in a high-pressure environment
• Willingness to on-call and work maintenance windows; proactive in service improvement

• customer service orientation
• strong verbal and written communication
• analytical mindset
• DNS
• DHCP
• IP address management

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