About F5
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.
Position Summary
The Network Support Engineer II (NSE II) is a motivated, and highly experienced Enterprise Support professional who provides remote technical assistance on F5 solutions to customers. NSE IIs handle multiple cases of standard complexity and potential high urgency, where analysis of customer network environments and customer specific data requires technical and product expertise to arrive at a resolution. NSE IIs document their investigation steps and findings and explain these to customers in a frequent and timely manner. NSE IIs rely on Senior NSEs and/or ENE Mentors should their own expertise and experience be insufficient to effectively progress resolution. At the same time, NSE IIs expand their product and technology portfolio of skills and regularly contribute to Knowledge Base by creating and improving articles. They represent F5s Network Support service in their utmost ability and always demonstrate a customer first attitude.
Primary Responsibilities
- Demonstrates excellent judgement to select the best methods and techniques to provide technical support to troubleshoot and resolve hardware and software issues on F5 product and technologies based on data analysis.
- Proactively and effectively communicates status, plan-of-action, and resolution of issues based on an ISO Quality Management System defined set of procedures.
- Participate in on-going training with F5 products and related technologies.
- Maintains high schedule adherence (work hours and phone adherence).
- Effectively manages case escalations to (Engineering Services) while maintaining customer communication.
- Create and reference F5 solution content and/or Knowledge Base materials to fulfill KCS principles.
- Be a positive role model for the NSE community in terms of pursuit of technical capability, customer engagement, productivity, and team engagement/function.
The role involves working in a normal office environment with scheduled shifts corresponding to forecasted customer activity. This role could require work outside of core business hours, including early morning, late evening, overnight, weekends, and/or holidays. Occasional travel may be required.
Qualifications
- 2-4 years experience in a professional technical support role or equivalent experience, working with relevant technologies.
- Academic Degree (Bachelors BA/BS, Honors, Graduate Certificate or equivalent) not essential or equivalent work experience.
- Certification to 201 level certification is expected at NSE II in a core module area of expertise.
Knowledge, Skills and Abilities
- Excellent customer service (soft skills) together with technical experience supporting customers in all environments.
- Solid level technical experience with one or more F5 products/modules and/or services. Regular exposure to internetworking/data center operations including WAN operations (e.g. high availability architectures, VLANS and Routing (L2/L3), DNS/BIND, 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. Exposure to Network Security (e.g., Web Application Security, AAA, VPN, DDoS, Malware, Application Firewalls, etc.) is preferred but not required.
- Proficient with Windows OS and application suite.
- Able to work with minimal supervision on complex work.
- Able to maintain and operate in strong internal/external relationships within a team environment.
- Solid understanding of F5 processes as defined in the Quality Management System.
- Experience with a Customer Relationship Management system. Service Cloud experience preferred.
- Must be able to read, write and speak English fluently, including technical concepts and terminology. Language skills a plus.
- Able to effectively relay technical information to customers of varying skill levels from technical to managerial stakeholders.
- Ability to look for areas for change and continuous improvement.