At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation. 
 

Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive.

Life at F5 is never dull. We are constantly identifying industry trends and disruptions, then innovating to get ahead of future customer needs-creating application services that help the world’s leading organizations deliver their critical business apps faster and with the highest levels of flexibility, security, performance, and support.

But our success isn’t driven solely by what we do. We also care deeply about how we do it. At F5, our culture is how we live every single day. And it’s producing extraordinary results not only for our customers but also for our employees. We understand that your life is about more than just work, so we’re committed to a culture that supports your whole life.

Have you ever wanted to work with a team of security experts that work directly with industry-leading security products? The F5 Engineering Services (ES) Manager for Security is dedicated to working with our Security products and engineers that support Advanced WAF, Advanced Firewall Manager, DDoS Hybrid Defender, and NGINX App Protect (DoS).
 

The ES Manager is a key member of the global support management team, providing leadership & direct supervision to a broad group of skilled engineers. The ES Manager acts as the key contact for managed escalations. This responsibility requires the ES Manager to interact with the management of customer or partner organizations regarding the high profile and, on occasions, high impacting events during intense and acute situations.

The ES Manager interacts & communicates with the leadership teams from other departments such as Product Engineering, Sales, Channel & Marketing to ensure continuous collaboration with other groups to achieve success for F5.

In our matrix-managed environment, the Manager's role requires interaction across multiple Global Network Support Center locations requiring leadership skills to address both immediate operational actions and strategic collaboration in line with F5 policies and Quality Management System.

This is an ideal position for a proven support manager with a strong security background managing senior security engineers. You will lead various complex mission-critical escalations where our customer’s security is a concern.

What will you do?

• Provide Leadership for the Engineering Services Team

• Act as an escalation point, as required, to ensure our valuable customers’ issues are resolved

• Management duties include the supervision of exempt and/or non-exempt level staff. This includes but is not limited to conducting performance evaluations, approving paid-time-off (PTO), assigning or delegating work, providing on-the-job training, giving guidance to staff, conducting performance improvement plans, taking disciplinary action, and interviewing candidates for open positions.

• Regularly interact with other leaders and executives within and outside of F5, gaining cooperation and solutions for the team and customers. 

• Manage customer interaction by coordinating communication internally and externally and directing issues to resolution. 

• Ensure high customer satisfaction on all support-related interactions by managing the team to the processes and standards outlined in F5’s Quality Management System.

• Identify, influence, and contribute to process and infrastructure improvement

• Liaise with Product Engineering teams on customer found issues and escalations

• Provide data and feedback relative to new products/technologies and development roadmap.

• Lead independently projects or programs

• Communicate effectively, clearly, and regularly about team and products

• Serve as a lead point of contact for teams when multiple teams are assigned to the same challenge to ensure team actions remain in synergy

• Conduct weekly meetings with various stakeholders

• Team and Product reporting - Analytics

• Assist managers in resource planning

• They may assist in the Service Sales process in helping customers see the value in F5 products

KNOWLEDGE, SKILLS AND ABILITIES

• Proven track record in managing and developing employees in a technical and relationship environment

• Strong focus on customer satisfaction

• Must be able to handle sensitive customer issues professionally, instill confidence, and make the needed executive and technical linkages that instill confidence in F5.

• This position requires a self-motivated and self-directed individual who can think creatively both in an individual situation as well as in team brainstorming opportunities.

• Ability to work in a dynamic, matrix-managed environment across local, regional, and global offices

• Experience working with global teams

• Experience managing advanced enterprise customer situations relating to Support and System availability

• Ability to work in a highly collaborative team environment

• Knowledge of common support center metrics and the ability to manage teams to key performance indicators

• Experience with case management ticketing systems, workforce management programs is a plus.

• Solid interpersonal skills and collaborative work style

• Familiar with a wide range of Security technology and exploits

• Common Vulnerabilities and Exposures (CVE) experience

Team Management

• Perform as coordination focal point for both team members and management.

• Perform regular one-on-ones with direct reports.

• Review reporting and manage to an individual or team level to ensure team goals are being met.

• Human Resources focal point for employees

• Coordinating paid-time-off (PTO)

• Oversee quality internal training to ensure highest-level technical ability and assure support coverage.

• Training, assigning or delegating work.

• Providing on-the-job training, giving guidance to staff.

• Conducting career development plans, performance improvement plans, taking disciplinary action.

• Participate in interviewing candidates for open positions.

How do you qualify?

• Hold a Bachelor's degree or equivalent combination of training and experience

• Showcase 8+ years of related experience in a technical support role

• Experience in a technical support role is a plus

#LI-DC1

The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.

The annual base pay for this position is: $130,185.00 - $195,277.00

F5 maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, geographic locations, and market conditions, as well as to reflect F5’s differing products, industries, and lines of business. The pay range referenced is as of the time of the job posting and is subject to change.

You may also be offered incentive compensation, bonus, restricted stock units, and benefits. More details about F5’s benefits can be found at the following link: https://www.f5.com/company/careers/benefits. F5 reserves the right to change or terminate any benefit plan without notice. 

Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Workday (ending with f5.com or @myworkday.com).

Equal Employment Opportunity

It is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination.  F5 offers a variety of reasonable accommodations for candidates. Requesting an accommodation is completely voluntary. F5 will assess the need for accommodations in the application process separately from those that may be needed to perform the job. Request by contacting [email protected].