Escalation Analyst I

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.   

Escalation Analyst 

We are looking for an Escalation Analyst to join our Escalation Program, reporting to the Senior Director of the Customer Assurance Program. In this role, you will help customers maximize network availability and functionality by helping them expedite open service requests and RMAs. This team is the face of Infoblox to in-theater customers and partners, and you will focus on overcoming customer challenges while interacting with other client organizations. This is an exceptional opportunity to join a growing, successful, and innovative organization. At Infoblox, you will be able to thrive in a unique work environment that emphasizes career growth, excellence, innovation, and collaboration.  

You are the ideal candidate if you have strong communication and collaboration skills, you enjoy digging into customer challenges, and you have proven success with driving issues to resolution.  

What you'll do:  

• Serve as the primary point of contact for customers with complex issues that require escalation  
• Handle customer inquiries and complaints, providing resolution in a timely and professional manner  
• Maintain up-to-date knowledge of company products, services, and policies  
• Escalate customer issues to the appropriate department or team member, following established protocols  
• Keep detailed records of customer interactions, documenting all correspondence and actions taken  
• Monitor customer satisfaction levels and identify areas of improvement  
• Generate reports on customer escalations, trends, and root causes  
• Train new customer service representatives on company policies and procedures  
• Serve as a subject matter expert on customer service escalated issues  

What you'll bring:  

• 3-5 years of customer service experience  
• Fluency in English in both verbal and written form  
• Excellent presentation skills, good written & verbal communication, and the ability to facilitate customer relations at all levels  
• Skilled at analysis, can handle complex customer engagements, and has exceptional commercial awareness, high motivation, and commitment to customer satisfaction  
• Self-starter mindset, resiliency, and \the ability to work under pressure without supervision  
• Ability to demonstrate leadership at all times, maintaining professional decorum and positive attitude, taking responsibility and accountability  
• Excellent problem-solving skills  
• Good time-management and organizational skills  
• A deep understanding and strong interest in DDI products or experience with Infoblox products highly desired  

What success looks like:  

After six months, you will…  

• Understand and drive escalations to closure across Infoblox  
• Facilitate cross functional collaboration to educate and drive resolution  

After about a year, you will…  

• Develop and document processes for keeping track of customer service trends and identify areas where improvement is needed  
• Make recommendations to management on process improvements 

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   

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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