Come work at a place where innovation & teamwork come together to support the most exciting missions in the world!
You will provide remote technical assistance on our products & cultivate strong technical relationships with our assigned Premium+ Customers. We will look to you to provide assistance to other internal & external customers & our partners as requested. You'll balance multiple active cases & provide daily customer communication via phone & email. Work hours are scheduled shifts to ensure coverage of stated Premium Plus hours of support & may be asked to work after hours for planned customer work.
Not only will you focus on outstanding communication to our customers & accept ownership of issues until a resolution is delivered, but you will also drive the highest level of customer satisfaction.
We anticipate that you will possess knowledge of a number of F5 products or equivalent proficiencies. You'll also mentor & provide leadership with less experienced engineers & contribute to the overall success of our support team!
What will you do?
Act as primary technical contact for assigned customersProvide proactive knowledge transfer during weekly open case review calls & as needed for our customersPartner with Premium Plus Service Deliver Managers (SDM) to ensure consistent support experience & messaging from the Service Delivery OrganizationProvides experienced level technical expertise to fix & resolve hardware & software issues on our devicesProactively & optimally communicate status, plan-of-action, & resolution of issuesMaintain high schedule alignment availability our Premium Plus CustomersParticipate in ongoing training with our products & related technologiesBe available on call (after hours) for Premium Plus customers planned maintenance window as needed & settled with SDM partnership
Other things you will work on:
Partner with designated Enterprise Network Engineers & manage case escalations to tier 3 (Engineering Services) while maintaining customer communicationPerform code reviews for P+ customers as requested; involving SDM and/or ES as neededManages multiple cases & prioritizes based upon customer & business needsContributes to the success of the Service Delivery Team through mentoring & training activities, including: Case reviews with newer engineers with a focus on training them in best practices; Mentoring team members in newer F5 technologies & advanced troubleshooting methodsAdvanced knowledge of our Products & multi-tiered architectures including testing & reproductionsTravel to customer sites as needed for Quarterly Business Reviews & to provide technical assistanceFollows standards-based processes defined in our Quality Management System (QMS)Performs additional projects as the need arises
This is how you qualify:
Showcase 8 years' of experience in a technical support role, working with relevant technologiesProvide experience directly supporting our technologies in customer-facing positionsTechnical experience with corporate customers in production environments
Other skills, talents & attributes that matter:
Certification on any of the following F5 products; LTM, GTM, ASM, APM, & knowledge of additional F5 technologies, a plusExcellent customer communication & advocacy skillsDemonstrated proficiencies with LAN/WAN operations, Network protocols, UNIX or Linux Operating Systems, and/or networking hardware requiredStrong understanding of Telco/Mobile Carrier Service Provider Networks (Service Provider experience would be nice!)Experience in supporting multi-cloud solutions in container environment (Kubernetes).Provide experience prioritizing multiple concurrent projects
DiameterREST-ful APIsTelco ExperienceRed Hat OpenShiftRed Hat Enterprise Linux
BIG-IP LTM/GTM/AFM/ASMCloud Experience: AWS/GPC/Azure/Etc.Routing
: BGP/VXLANGitAnsible/Chef/PuppetLanguages/Scripting: BASH, Python, Go, NodeJS
Nice to have:
Certs on the various technologies and/or platforms
Physical demands & work environment:
Duties are performed in an office environment while sitting at a desk or computer table.Ability
to utilize a computer keyboardCommunicate on the telephone via headsetAbility to read material on computer monitorAbility to read printed materialThis role may be required to work outside of core business hours, including early morning, late evening, overnight, weekends, and/or holidays as neededSome travel will be required (5%-10%)
The Job Description is intended to be a general representation of the responsibilities & requirements of the job. However, the description may not be all-inclusive, & responsibilities & requirements are subject to change.
Equal Employment Opportunity
It is the policy of F5 to provide equal employment opportunities to all employees & 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, & termination. Reasonable accommodation is available for qualified individuals with disabilities, upon request.