Network Support Engineer II

The Network Support Engineer 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 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 aim 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. NSE 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 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. NSE 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.

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 a consistently high-quality support experience and manages multiple routine cases and prioritizes based upon customer and business needs.

• 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.

• Responsible for upholding F5’s Business Code of Ethics and promptly reporting violations of the code or other company policies.

• Performs additional projects as required.

What You’ll Bring:

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

• 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)

• Experience working with public clouds like Amazon AWS, Microsoft Azure, Google Cloud Platform and possess knowledge in containerization technologies such as Dockers, Kubernetes, etc.

• Proficient with Windows OS and Basic Programming/Scripting skills (Python, tcl, bash, javascript).

• Experience with a main Customer Relationship Management system such as Salesforce experience is preferred.

• Must be able to read, write and speak English fluently, including technical concepts and terminology. Multiple language skills a plus.

• F5 201 level Certification is preferred.

• Able to work during the weekend as the role will require someone to work on Tuesday to Saturday or Sunday to Thursday schedule.

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!