Network Support Engineer

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 II (NSE II) is a seasoned and experienced Enterprise Support professional who provides remote technical assistance on F5 solutions to internal and external customers and F5 partners.  NSE II’s handle multiple active cases of diverse scope 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.

NSE II’s aim to keep customers satisfied. They exercise solid judgment within an ISO certified Quality Management System set of defined procedures to select the best methods amongst several possible methods and techniques, to build a plan of action and take appropriate action. NSE II’s 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. 

NSE II’s are proficient with several troubleshooting tools and equipment while 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. NSE II’s provide 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’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 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 limited assistance/mentoring from senior support personnel or management.

• Manages multiple routine 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’ll Bring:

• 5 years’ experience in a professional technical support role or equivalent experience, working with relevant technologies.

• Bachelors BA/BS, Honors, Graduate Certificate or equivalent preferred.

• Certification to 201 level certification is expected to be achieved at NSE II level 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 centre 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-BH1  

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.