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.
Role Overview:
Our technologies are at the heart of modern applications that are enabling digital transformation across the globe! We give the world’s largest businesses, service providers, governments, and consumer brands the ability to securely deliver every app, anywhere—with confidence. We do this by working collaboratively in an innovative environment, helping each other succeed. We take extraordinary pride in being trusted advisers to our customers, offering the best solutions for their interests. If our mission and culture excite you, we would love to talk with you!
We are seeking a Distributed Cloud Support Engineer who is hardworking and committed to customer success. You are comfortable in both the Support and Engineering environments, translating internal Engineering communications into clear, concise directions for customers and partners. You are passionate about helping our customers tackle problems. You will provide support via phone, email, Slack and web portal. Support requests range in complexity from "how to" questions through involved debugging and forensic efforts when prioritizing operational issues. Visualizing problems remotely is key to being successful in this role along with excellent analytic and troubleshooting skills. You will have a significant career growth opportunity within a fast-paced SaaS company.
Sounds interesting? Read on!
What You’ll Do:
Fix reported issues and advocate for the customer.
Collaborate with sales and engineering teams to provide support to resellers, service provider and enterprise customers, as well as end users via telephone, e-mail, Slack and the web portal.
Issue reproduction and concise documentation of solutions provided through technical notes, case studies and knowledge base articles.
Critical issue management and customer assurance when handling reported issues.
Coordinate fixes by engineering or Site Reliability Engineers (SREs) when required and relay appropriate information to our partners and customers.
Provide recommendations on how to improve supportability, reliability, availability, and serviceability based on lessons learned through issue resolution.
Training and enabling our service partners to ensure that they can sufficiently support customer issues.
What You’ll Bring:
Bachelor’s degree in engineering or equivalent practical experience such as having 2 or more years of experience working in an operations environment or background in customer service/support and IT, network, or IT security incident management.
Strong understanding of Networking and Layer 7 Protocols as well as experience in security product/solutions experience is preferred.
Familiarity with Container technologies (Docker and Kubernetes) as well as public cloud experience with Amazon Web Services (AWS), Google Cloud Platform (GCP) and/or Microsoft Azure is preferred.
Ability to read different scripting and automation (Python, Shell and Ansible).
Knowledge of Data Representation types (XML, JSON and YAML) and Virtualization technologies.
Phenomenal communicator with English, independent, collaborative and possess strong troubleshooting skills with the ability to prioritize and multitask when leading sophisticated technical issues.
This role requires availability outside normal business hours with some travel may be required (less than 10%) to align with the distributed team or to respond to critical security events.
What You’ll Get:
Apply if you believe your own unique capabilities can contribute to the success of this role and our organization!
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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.
Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Yello/Workday (ending with f5.com or @myworkday.com).
Equal Employment Opportunity
It is the policy of F5 to provide equal employment opportunities to all employees and 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, and termination. F5 offers a variety of reasonable accommodations for candidates. Requesting an accommodation is completely voluntary. F5 will assess the need for accommodations in the application process separately from those that may be needed to perform the job. Request by contacting accommodations@f5.com.
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