Security Support Engineer II
Security Support Engineer II
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Job Description
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.
Our technologies are at the heart of modern applications that are enabling digital transformation across the globe! We give the worlds largest businesses service providers governments and consumer brands the ability to securely deliver every app anywherewith 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 II who is hardworking and committed to customer success. You are comfortable in both the Support and Engineering environments translating technical documentation and conversations into clear concise directions for customers and partners. You are passionate about helping our customers tackle and solve problems. You will provide support via phone email messaging 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 fastpaced SaaS company.
What will you 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 email 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 Developers 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.
How do you qualify
- 2 or more years of experience working in an operations environment.
- Background in customer service/support and IT networking or IT security incident management.
- Experience driving efficiencies handling growth and delivering results.
- Good understanding of IT Network or IT SOC best practices and a real passion for continuous improvement.
- Strong organizational skills and work well with contacts in various business subject areas.
- Conversationally and technically fluent in English verbally and written.
Advantageous to have:
- Strong understanding of Networking and Layer 7 Protocols.
- Familiarity with Container technologies (Docker and Kubernetes).
- Knowledge of Data Representation types (XML JSON YAML).
- Public cloud experience with Amazon Web Services (AWS) Google Cloud Platform (GCP) and/or Microsoft Azure is preferred.
- Security product/solutions experience (Firewalls WAFs DDoS Mitigation) is preferred.
- Strong troubleshooting skills independent and collaborative.
- Approachable disposition and steadfast in delivering.
- Ability to prioritize and multitask when leading sophisticated technical issues.
- Proven understanding of routing and switching technologies.
- Ability to read different scripting and automation languages (Python Shell and Ansible).
- Bachelors degree in technologically relatable field or equivalent practical experience.
Physical Demands and Work Environment
- This role requires availability outside normal business hours to align with the distributed team or to respond to critical security events.
- Some travel may be required (less than 10%).
The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However the description may not be allinclusive and responsibilities and requirements are subject to change.
Please note that F5 only contacts candidates through F5 email address (ending with @) or auto email notification from Workday (ending with or @).
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 .
Employment Type
Full-Time
