Customer Success Engineer (CSE)

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.

How we empower our people is extraordinary: we’re recognized as a Glassdoor Best Place to Work 2025, Great Place to Work-Certified in five countries, and honored by Cigna as a Healthy Workforce honors for three consecutive years; and what we build is world class: named CybersecAsia’s Best in Critical Infrastructure 2024 — clear 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.

Customer Success Engineer (CSE)

We have an opportunity for a Technical Success Manager (TSM) to join our AMS Technical Success team in Mexico City, Mexico, reporting to the Manager, TSM Accounts, AMS. In this pivotal role, you will own the technical relationship for a portfolio of assigned accounts, act as the designated Infoblox expert for each customer, and help customers realize maximum value from their Infoblox investment. Collaborating closely with Sales, Systems Engineering, Engineering, Product Management, and third-party services teams, you will proactively prevent issues, drive resolutions, support customer success, and identify opportunities to expand customer value in a highly collaborative environment.
 
Be a Contributor — What You’ll Do

• Act as the primary technical contact and trusted advisor for a portfolio of assigned AMS accounts
• Build deep familiarity with each customer’s environment, architecture, business goals, and Infoblox deployment
• Onboard new customers to the service and establish cadence, expectations, and success criteria early
• Run regular customer reviews and communications to maintain alignment and prevent surprises
• Take ownership of customer issues and drive prompt, accurate resolution updates
• Manage incidents and escalations through research, diagnostics, troubleshooting, and effective resolution
• Use approved AI tools to accelerate case work, research accounts, and prepare for customer reviews
• Write clear root cause analyses for outages and critical incidents to prevent repeat issues
• Recommend new and existing solutions to improve functionality, add capability, and address defects
• Identify expansion and upsell opportunities and partner with the account team as customer needs grow
• Help customers adopt and realize value from AI-driven capabilities for faster troubleshooting and proactive issue prevention
• Deliver technical reviews, best practices, and knowledge transfer to keep deployments healthy
• Plan and support upgrades and migrations with minimal customer disruption
• Represent customer feature requests and bugs to Engineering and Product Management and follow them through resolution
• Install and configure Infoblox products and third-party software in the support lab for testing and validation
• Run periodic business reviews with analytics, insights, and recommendations that demonstrate customer value

Be Prepared — What You Bring 

• 5+ years of experience in a network infrastructure or network appliance technical support role
• Expertise in DNS, DHCP, IP address management, SNMP, network monitoring tools, and virtual machines
• Proven ability to deliver strong customer service, communicate clearly in written and verbal English, and manage competing priorities
• Bachelor’s degree in computer science, engineering, or equivalent
• Solid knowledge of TCP/IP and networking protocols
• Working knowledge of firewalls, switches, and routers
• Ability to read detailed network topology maps and log-level data, including sniffer traces, SNMP traps, crash files, and system logs
• Comfort using AI tools day to day and curiosity to keep pace as they evolve; familiarity with agentic AI concepts is a plus
• Willingness to join an on-call rotation if needed and work maintenance windows with customers outside business hours
• Genuine interest in driving continual service improvement

Be Successful — Your Path

First 90 Days: Immerse in our culture, connect with mentors (Blox Buddies), and map the systems and meet with key stakeholders that rely on your work. Discuss and create short/long term goals.
Six Months: Work Level-1 and Level-2 cases to resolution independently, reach the highest Level-3 troubleshooting competency through our NIOS INE certification, and know the internal processes and tools the role depends on.
One Year: Work critical Severity-1 calls to resolution independently and engage Infoblox Engineering directly when an account needs it.

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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