Network Support Engineer

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world

Do you take pride in solving technical problems and providing excellent customer service? Our engineers assist many of the top companies across the globe in a variety of industries, on infrastructure that is vital to their business operations. There are many opportunities to specialize in F5’s diverse catalogue of solutions and become domain specialists in multiple fields. This role opens the door to senior support positions and other career choices at F5. The customer handling skills, combined with the high level of technical expertise this role will teach NSEs are in high demand at F5 and throughout the industry

Our Position Summary:
We are seeking a dynamic Network Support Engineer (NSE) who prides themself as a credible and knowledgeable Enterprise level Support professional. Our NSEs provide remote Technical Support our products and collaborates with our external customers and partners. NSEs handle multiple active cases which are diverse in scope. NSEs have good technical competence, analysing data and utilizing a number of troubleshooting tools and approaches to provide effective resolutions to customer’s issues. We maintain effective ongoing communication with our customers and accept ownership of issues until a resolution is delivered.

Day to Day:

- Provides Level 1 and Level 2 technical support to resolve hardware and software issues on F5 products
- Communicates status, plan-of-actions, and resolution steps for an issue
- Provides F5 customers and partners with a consistently high-quality support experience
- Where necessary, works with tier 3 (Engineering Services) while maintaining customer communication.
- Builds strong working relationships with peers, Escalation Engineers, and Managers, or other related F5 departments.
- Writing solution articles to maintain our knowledge base on current issues.
- Handles multiple cases and prioritizes based upon customer and business needs
- Follows standards-based processes defined in our Quality Management System (QMS)
- Participates in training with our products and related technologies

What you will bring:

- Support experience with enterprise-level corporate customers in production environments with related technologies
- Hands on technical experience with LAN/WAN operations
- Solid grasp and hands-on experience in Routing & Switching
- Solid grasp of TCP/IP protocols and the OSI model
- Knowledge of DNS protocol/BIND
- Hands-on technical experience preferred with LAN/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)
- Analytical problem solver with solid attention to detail
- Able to read, write and speak English fluently, including technical concepts and terminology. Multiple language skills a plus
- Can relay technical information to customers with varying skill levels.
- Experience with F5 products is beneficial but not required.

It would be excellent if you have:

- Experience with Public/Private Cloud technologies (Microsoft, AWS, VMware, Google), Programming/Scripting (JavaScript, Python, BASH, PERL, Node.JS), Containers (OpenStack, Docker, Velcro), Container Orchestration (Kubernetes) and/or Automation (Ansible, Git).

Equal Employment Opportunity