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.

Role Overview:

The Network Support Engineer (NSE) provides remote enterprise assistance on F5 solutions to internal and external customers and F5 partners.  NSE  handle multiple active cases of moderate scope where analysis of customer network environments and customer specific data requires a review of a number of factors to arrive at a conclusion which can work around, restore or resolve the customer’s problem. NSE aim to keep customer’s satisfied. They exercise judgment within an ISO certified Quality Management System set of defined procedures in order to build a plan of action and take appropriate action, with supervision from more experienced NSEs.  NSE receive general instructions on routine work, and detailed instructions on new projects or assignments.   Work hours are scheduled shifts corresponding to forecasted customer activity.  NSE is generally proficient with a number of troubleshooting tools and equipment in the course of providing resolutions to cases.  They build productive working relationships internally, to their peers, Escalation Engineers, and Managers, or related F5 departments and externally, to customers and partners. NSE provides communication to our customers, by phone, email and/or webex, and accept ownership of issues until a resolution is delivered, providing high customer satisfaction.

What you will do:

• Exercises judgement to provide a moderate level (Level 1 and Level 2) technical support to troubleshoot and resolve hardware and software  issues on F5 product and services, based on data analysis of a variety of customer specific factors.
• Proactively and effectively communicates status, plan-of-action, and resolution of issues based on an ISO Quality Management System defined set of procedures.
• Provides F5 customers and partners with a consistently high-quality support experience
• Participates in on-going training with F5 products and related technologies
• Maintains high schedule adherence (work hours and on-phone time)
• Effectively manages case escalations to tier 3 (Engineering Services) while maintaining customer communication, with assistance/mentoring from senior support personnel or management
• Manages multiple complex cases and prioritizes based upon customer and business needs
• Performs additional projects as required
• Responsible for upholding F5’s Business Code of Ethics and promptly reporting violations of the code or other company policies.

What you will bring:

• 2 years experience in a professional technical support role or equivalent experience, working with relevant technologies
• Academic First Tier Qualification (such as Associate/Foundation/Higher National Diploma, AA/AS) preferred or equivalent job experience.
• Certification to 101 level certification is expected to be achieved at NSE I level in their core module area of expertise.

KNOWLEDGE, SKILLS AND ABILITIES

• Hands-on technical experience with internetworking/data center operations including LAN/WAN operations.
• Exposure to UNIX.  Some experience with Linux, preferably Red Hat.  Some exposure to VMWare or equivalent hypervisors preferred.
• Knowledgeable in  TCP/IP protocols and the OSI model
• Proficient with Windows OS
• Able to work under general instruction on routine work.
• Evidence of building strong internal/external relationships; within a team environment preferred.
• Experience with a main Customer Relationship Management system. Siebel experience preferred.
• Analytical thinker with strong attention to detail
• Must be able to read, write and speak English fluently, including technical concepts and terminology. Multiple language skills a plus.
• Should be able to effectively relay technical information to customers of varying skill levels

What you will get:

• Career growth and development opportunities   
• Recognitions and Rewards 
• Employee Assistance Program  
• Competitive pay, comprehensive benefits,, and cool perks 
• Culture of Giving Back 
• Dynamic Diversity & Inclusion i interest groups 

#LI-VR

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.

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 accommodations@f5.com.