Network Support Engineer I

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.

Our Position Summary:

We are seeking a dynamic Network Support Engineer (NSE) who prides themself as a credible and knowledgeable Enterprise level Support professional. Our NSEs provide remote Technical Support our products and collaborates with our external customers and partners. NSEs handle multiple active cases which are diverse in scope. NSEs have good technical competence, analysing data and utilizing a number of troubleshooting tools and approaches to provide effective resolutions to customer’s issues. We 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 on F5 products
• Communicates status, plan-of-actions, and resolution steps for an issue
• Provides F5 customers and partners with a 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.
• Handles 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
• Solid grasp and hands-on experience in Routing & Switching
• Solid grasp 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 solid attention to detail
• Able to read, write and speak English fluently, including technical concepts and terminology. Multiple language skills a plus
• Can relay technical information to customers with varying skill levels.
• Experience with F5 products is beneficial but not required.

It would be excellent if you have:

• Experience with Public/Private Cloud technologies (Microsoft, AWS, VMware, Google), Programming/Scripting (JavaScript, Python, BASH, PERL, Node.JS), Containers (OpenStack, Docker, Velcro), Container Orchestration (Kubernetes) and/or Automation (Ansible, Git).

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 Yello/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.