Technical Support Engineer

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.

Technical Support Engineer

We have an opportunity for a Technical Support Engineer to join our Support Operations team in Mexico City, reporting to the Manager of Technical Support. In this pivotal role, you will be responsible for providing technical assistance to Infoblox customers. This involves responding to customer inquiries via phone, email, and web; diagnosing and analyzing problems; and providing workarounds for customers. This is a complex, fast-paced environment, and you will own the most critical part of the customer experience.

Be a Contributor - What You’ll Do

• Provide remote technical support for Infoblox customers and partners
• Take ownership of customer issues and see problems through to resolution
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues
• Provide prompt and accurate feedback to customers
• Document knowledge in the form of knowledge-based tech notes and articles
• Recommend new and existing solutions, which involve enhancing application and systems functionality, features, and defect repair
• Use your intuition and innovation to provide solutions and workarounds for customers
• Leverage AI-enabled tools and automation to improve troubleshooting efficiency, accelerate issue resolution, and enhance the customer support experience
• Identify opportunities to incorporate AI-driven insights, workflows, and support practices into day-to-day technical operations
• Install and configure Infoblox products and third-party software for support lab testing purposes
• Support a 24x7x365 organization by working rotational shifts and taking on-call responsibilities

Be Prepared - What You Bring

• 1+ years remote technical support, systems administration, and network administration background desirable
• Solid knowledge in TCP/IP and networking protocols
• Ability and desire to learn DNS, DHCP, and other product-related protocols and technology
• Excellent verbal and written communication skills
• Understanding of one or more operating systems (Microsoft/Linux) desirable
• Working knowledge of L2, L3 devices
• Strong customer service skills
• Outstanding analytical and organizational ability
• Familiarity with AI-powered tools, automation platforms, or intelligent support technologies, with the ability to apply them to improve productivity and service quality
• Curiosity and adaptability to learn emerging AI capabilities and incorporate them effectively into technical support workflows
• Self-starter and a good team player with the ability to multi-task in a high-pressure, fast-paced, fast-growth environment
• Minimum of a High School diploma or relevant experience is required

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.

Six months:

• Perform in shift roles like bullpen, standby, and weekend shifts.

  Handle outage calls

  Work with Engineering to resolve customer issues.

One year:

• Handle all product-related issues.
• Deliver TOI on existing and new features.
• Work on becoming a feature expert.

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

• Benefits designed to support your well-being and financial security, including IMSS social security coverage, paid time off, bonuses, and additional employee protections
• Grocery vouchers (Vales de Despensa)
• Employer-supported savings fund with contributions designed to maximize your tax-advantaged savings
• Remote-work support through a non-taxable monthly home-office stipend
• A monthly wellbeing and health-support allowance that provides flexibility for your personal coverage needs
• For eligible field-based roles: non-taxable transportation support and fuel vouchers
• Learning opportunities, career-mobility programs, and leadership workshops

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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