Escalations Engineer

Infoblox   •  

Tacoma, WA

Industry: Technology


5 - 7 years

Posted 60 days ago

This job is no longer available.

You will be responsible for providing escalation assistance to Infoblox support engineers, customers, partners and field operations. As the last line of support before Sustaining Engineering, your daily activities include responding to escalated cases via our case tracking system, phone, email and web, diagnosing/analyzing complex technical problems and providing root causes summaries & workarounds to customers. You are also charged with being the technical liaison between the Support and Engineering teams.


  • 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
  • Troubleshooting complex customer environments and provide root cause analysis as well as workarounds
  • Communicate with Engineering team on potential defects
  • Recommend new and existing solutions which involve enhancing application/systems functionality, features and defect repair
  • Standby shift for Severity 1 outage escalations
  • Weekend on call rotation


  • 5-10 years of experience working in a Technical Support
  • Experience supporting SaaS technology
  • Proficient knowledge of DNS and DHCP protocols and configuration
  • Knowledge on commonly used Internet protocols such as NTP, SNMP, FTP
  • Hands-on knowledge with Unix/Linux and Microsoft Windows operating systems
  • Knowledge of authentication protocols such as AD, RADIUS and LDAP
  • Solid knowledge in TCP/IP and networking protocols such as: VRRP, OSPF, BGP, TCP/IP
  • Basic scripting skills – C, Python preferred
  • Cisco or Microsoft certification(s) not required but a plus
  • Knowledge of JIRA, Oracle’s Right Now CRM (not required but a plus)
  • Experience in Enterprise and Service Provider networks
  • Excellent written and verbal communication skills


  • Occasional travel may be required although not common


  • BS in CS, CE, or other technical field