Network Support Engineer II

Do you take pride in excellent and quality customer success? Then this could be an exciting opportunity for you.

For many of our customers, our Global Support Centers are the first port of call when facing an IT or networking crisis. Our support centers field 1000's of cases per week and over hundreds of thousands of cases annually. This hub of fast and reliable F5 specialist help us keep our customer satisfaction scores consistently above 9.0 (and higher!) out of 10.

We are seeking a dynamic Network Support Engineer II (NSE II) who prides themselves as a credible and knowledgeable Enterprise Support professional. You will be providing remote technical assistance on F5 solutions to both internal and external customers and F5 partners. You'll be handling multiple active cases of diverse scope where analysis of customer network environments and customer specific data requires a review of identifiable factors, arrive at a conclusion which can either be a workaround, restore or resolve the customer’s problem with keeping customer’s satisfied. You'll exercise excellent judgment within an ISO certified quality management system set of defined procedures in order to select the best approach among several possible methods and techniques, to build a plan of action and take appropriate action.

The job is located in Guadalajara, Mexico

Your Day-to-Day

• Our ideal teammate would be someone who is creative and independent thinkers as you will receive little day to day instructions on your work, and general instructions on new projects or assignments.

• Demonstrates good judgment to select the best methods and techniques to provide a diverse scope of technical support (Level 1 to Level 3) to resolve problems and hardware and software issues on F5 product and services, based on data analysis of a complex set of customer specific factors.

• Proactively and effectively communicate status, plan-of-action, and resolution of issues based on an ISO Quality Management System defined a set of procedures.

• Provides F5 customers and partners with a consistently high-quality support experience

• Participates in ongoing training with F5 products and related technologies

• Maintains high schedule adherence (work hours and on-phone time)

• Effectively handles 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 on customer and business needs

• Collaborate with other Senior Network personnel and build strong working relationships with peers, Escalation Engineers, and Managers, or other related F5 departments.

• Superb communication with our customers, by phone, email and/or WebEx, and accept ownership of issues until a resolution along with providing high customer satisfaction.

• Work hours are scheduled shifts corresponding to forecasted customer activity and you will be asked to work Saturdays and/or Sundays

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.

What You Will Bring to the Team

• As a valued member, you should be proficient with a number of troubleshooting tools and equipment in the course of providing resolutions to cases.

• Your 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. The potential for exposure to Network Security (e.g. Web Application Security, AAA, VPN, DDoS, Malware, Application Firewalls, etc)

• Proficient with Windows OS

• We seek an independent self-starter as you would work under limited or little instructions on routine work.

• Evidence of building strong internal/external partnership within a team environment.

• Experience with the main Customer Relationship Management system. Siebel experience preferred.

• Analytical thinker 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 effectively relay technical information to customers of varying skill levels, including senior technical customer levels.

Qualifications

• Hold a Bachelor’s degree (or equivalent related experience)

• Showcase 5+ years of experience in a professional technical support role or equivalent experience, working with relevant technologies

Would Be Excellent If You Had These

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

Physical demands and work environment

• Duties are performed in a normal office environment while sitting at a desk or computer table. Duties require the ability to use a computer, communicate over the telephone via headset, and read printed material.
• Working in an environment where work hours are scheduled shifts corresponding to forecasted customers activity. This role may be required to work outside of core business hours, including early morning, late evening, overnight, weekends, and/or holidays as needed.
• Occasional travel may be required (5-10% of work time)