Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
Businesses depend on apps. Whether it’s apps that help connect businesses to their customers or apps that help employees do their jobs F5 makes sure that those apps are always available and secure, anywhere.
The world’s largest enterprises, service providers, financial and educational institutions, government entities, and consumer brands rely on F5 to stay ahead of security, cloud and mobility trends.
We are looking for engineers who are curious, have excellent troubleshooting skills, are passionate about learning, and have a strong customer service ethos.
Our Network Support Engineers provides remote technical support on our products to F5 customers and partners. They own multiple, diverse and often complex cases.
These cases require in depth troubleshooting, analysis of data and effective customer collaboration to bring to a successful resolution.
Provides Level 1 and Level 2 technical support to solve and resolve hardware and software issues on F5 device
Actively collaborates with peers solving issues
Dedicatedly and effectively communicates status, plan-of-action, and resolution of issue
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 consistency (work hours and on-phone time)
Effectively handles case customers concern to tier 3 (Engineering Services) while maintaining customer communication
Handles multiple cases and prioritizes based upon customer and business needs
Follows standards-based processes defined in F5’s Quality Management System (QMS)
Performs additional projects as required
Minimum 3-4 years’ experience in a technical support role, working with relevant technologies
Support experience with enterprise-level corporate customers in production environments preferred
BA / BS degree or equivalent experience preferred
Hands on technical experience with and very knowledgeable on LAN / WAN operations, Network protocols, UNIX or Linux Operating systems, and / or networking hardware required.
Intermediate understanding of TCP / IP protocols and the OSI model
Proficient with Windows OS
VLAN setup and implementation.
Knowledge of DNS protocol / BIND
Able to work with moderate supervision
Consistent record in a team environment
Experience with NetApp / EMC and other data storage systems preferred (for Data Solutions focus)
Experience with WAN optimization applications a plus (for WANOpt focus)
Experience with Siebel Case Management (SCM) 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.
Must be able to relay technical information to customers with varying skill levels
F5 Networks, Inc. is an equal opportunity employer and strongly supports diversity in the workplace.
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.