*Hybrid role: Requires being in the Burnaby office at least 2 days a week*

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.

Enterprise Technical Support Engineer

We have an opportunity for an Enterprise Technical Support Engineer - SaaS to join our SaaS Technical Support team in Burnaby, BC, reporting to the senior manager of Enterprise Support. In this pivotal role, you will provide technical assistance for Infoblox SaaS customers—responding to customer inquiries via phone, email, chat, and web; diagnosing and analyzing problems; working collaboratively with internal teams like Engineering; and providing workarounds and answers for customer issues and questions. 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 SaaS 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
• Write knowledge-based tech notes and articles
• Recommend new and existing solutions, which involves enhancing applications and systems functionality, features, and defect repairs
• Use your intuition and innovation to provide solutions and workarounds for customers
• Install and configure Infoblox products and third-party software for support lab testing purposes
• Collaborate with Engineering to fix product bugs and make product enhancements
• Support a 24x7x365 organization by taking on-call responsibilities

Be Prepared — What You Bring

• 1-3 years of experience in a Technical Assistance Centre role for global customers
• Solid knowledge in TCP/IP and networking protocols
• Excellent verbal and written communication skills
• Excellent customer service skills
• Basic understanding of DNS and DHCP
• Basic knowledge in protocols such as VRRP, OSPF, and BGP
• Basic understanding of AWS, SaaS, PaaS, IaaS, and microservices
• Basic understanding of one or more operating systems (Microsoft/Linux) is desirable
• Ability to multitask in a high-pressure, fast-paced, fast-growth environment

Be Successful — Your Path

First 90 Days: Immerse in our culture, connect with mentors, and map the systems and meet with key stakeholders that rely on your work. Discuss and create short/long term goals.

Six Months: Consistently meet or exceed SLA targets and maintain high CSAT while independently owning end‑to‑end case management across phone, email, chat, and web. Troubleshoot TCP/IP, DNS/DHCP, and cloud/SaaS environments, reproduce issues in the lab, contribute high‑quality KB articles, and file actionable bugs with Engineering.

One Year: Be a recognized SME and escalation point for complex issues, leading incident bridges and partnering with Engineering to drive fixes and product enhancements. Raise team effectiveness through improved runbooks/automation and sustained top‑tier SLA, CSAT, and time‑to‑resolution performance.

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
• Charitable Giving 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: $58,500 - $84,370 plus corporate bonus potential

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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