Application Support Engineer

Do you take pride in solving technical problems and providing excellent customer service?

Our hardworking engineers assist many of the top companies across the globe in a variety of industries, on infrastructure that is vital to their business operations. There are many opportunities to specialize in F5’s diverse catalogue of solutions and become domain specialists in multiple fields. This role opens the door to senior support positions and other career choices at F5. The customer handling skills, combined with the high level of technical expertise this role will teach ASEs are in high demand at F5 and throughout the industry.

Our Opportunity:

We are seeking a dynamic Application Support Engineer, who prides themself as a credible and knowledgeable Enterprise level Support professional. Our ASE team provides remote Technical Support on F5 products to our external customers and partners. An ASE balances multiple active cases which are diverse in scope. An ASE exhibits deep technical competence, analysing data and utilizing a number of troubleshooting tools and approaches to provide effective resolutions to customer’s issues. ASEs maintain effective ongoing communication with our customers and accept ownership of issues until a resolution is delivered.

Day to Day:

• Provides Level 1 and Level 2 technical support to resolve hardware and software issues our technologies
• Effectively communicates status, plan-of-actions, and resolution steps for an issue
• Provides consistently high-quality support experience
• Where necessary, works with tier 3 (Engineering Services) while maintaining customer communication.
• Builds strong working relationships with peers, Escalation Engineers, and Managers, or other related F5 departments.
• Writing solution articles to maintain our knowledge base on current issues.
• Prioritises multiple cases and prioritizes based upon customer and business needs
• Follows standards-based processes defined in our Quality Management System (QMS)
• Participates in training with our products and related technologies

What You Will Bring:

• Support experience with enterprise-level corporate customers in production environments with related technologies
• Hands on technical experience with LAN/WAN operations
• Understanding and hands-on experience in Routing & Switching
• Understanding of TCP/IP protocols and the OSI model
• Knowledge of DNS protocol/BIND
• Hands-on technical experience preferred with LAN/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. The potential for exposure to Network Security (e.g. Web Application Security, AAA, VPN, DDoS, Malware, Application Firewalls, etc)
• Analytical problem solver with good 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 relay technical information to customers with varying skill levels.
• Experience with F5 products is helpful but not required.

Would be excellent if you have:

• Intermediate knowledge of Windows Server Administration and troubleshooting utilities
• Intermediate knowledge of authentication protocols - Kerberos, Active Directory, Radius, LDAP, RSA, and server-based SSL
• Experience with HTTP Basic Authentication, Forms-based Authentication, etc
• Familiarity with SAML
• Knowledge of SNMP
• Solid understanding of HTML and web design standards
• Experience with common network troubleshooting tools for SSL/VPN solutions such as HTTPWatch and ssldump
• Experience with scripting languages such as JavaScript (JSON/XML), PERL, TCL, ECMAScript, etc
• Intermediate knowledge of Microsoft Enterprise suite (Exchange, Sharepoint, etc) and Windows Server Administration & Troubleshooting utilities.
• Intermediate knowledge of Virtual Desktop Infrastructure (VDI) encompassing Citrix Xen architecture (XenApp, XenDesktop, XenServer, StoreFront), VMware View and Microsoft HyperV.
• In-depth understanding of SSL VPN solutions.
• Basic knowledge of common encryption and hashing standards

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