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 Technical Support Engineer (TSE) is a seasoned and experienced Enterprise Support professional who provides remote technical assistance on F5 solutions to internal and external customers and F5 partners.  TSE handles multiple active cases of diverse scopes where analysis of customer network environments and customer specific data requires a review of identifiable factors to arrive at a conclusion which can work around, restore or resolve the customer’s problem. TSE’s aim is to keep customers satisfied. They exercise solid judgment within an ISO certified Quality Management System set of defined procedures in order to select the best methods amongst several possible methods and techniques, to build a plan of action and take appropriate action.

TSEs receive little day-to-day instructions on their work, and general instructions on new projects or assignments.  Work hours are scheduled shifts corresponding to forecasted customer activity.  TSEs are proficient with a number of troubleshooting tools and equipment in the course of providing resolutions to cases.  They network with senior internal and external personnel and build strong working relationships internally, to their peers, Escalation Engineers, and Managers, or related F5 departments and externally, to customers and partners. TSEs provide communication to our customers, by phone, email and/or virtual meetings, and accept ownership of issues until a resolution is delivered, providing high customer satisfaction.

Sounds interesting? Read On!

What You’ll Do:

• Demonstrates good judgement to select the best methods and techniques to provide a diverse scope of technical support (Level 1 to Level 3) to troubleshoot and resolve hardware and software issues on F5 product and services, based on data analysis of a complex set 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 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 limited assistance/mentoring from senior support personnel or management
• Manages multiple routine cases and priorities 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’ll Bring:

• Bachelor’s degree in computer science related areas, or equivalent level of experience. 2nd Tier Academic Degree (Bachelors BA/BS, Honors, Graduate Certificate or equivalent) preferred.
• 5 years’ experience in a professional technical support role or equivalent experience, working with relevant technologies 
• Certification to 201 level certification is expected to be achieved in their core module area of expertise. Level 301 certification is preferred but not expected.
• Excellent customer service skills together with experience supporting corporate customers and service providers in production environments.
• Hands-on technical experience preferred with internetworking/data center operations including WAN operations (e.g. DNS, Open SSL, Cryptography, virtualization, etc), Network Protocols, TCP/IP, OSI Model, UNIX or Linux (e.g. Redhat) operating systems, VMware or equivalent hypervisors and network hardware preferred. Potential for exposure to Network Security (e.g. Web Application Security, AAA, VPN, DDoS, Malware, Application Firewalls, etc)
• Proficient with Windows OS
• Able to work under limited or little instructions on routine work. 
• Evidence of building strong internal/external relationships within a team environment.
• 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, including senior technical customer levels.

What You’ll Get

• Hybrid working mode
• 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 Interest Groups

Apply if you believe your own unique capabilities can contribute to the success of this role and our organization!

#LI-SP5

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 [email protected].