Network Support Engineer II (Japanese)

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.

Do you take pride in excellent and quality customer service Then this could be an exciting opportunity for you.

For many of our customers our Global Support Centers are the first port of call when facing a technical service or networking crisis. F5 support centers field over 2600 cases per week and over 130000 cases annually. This hub of fast and reliable F5 Network Support Engineers help us keep our customer satisfaction scores consistently above 9.0 (and higher!) out of 10.

You would be supporting our Japanese customers and Partners!

• Must be able to read write and speak English AND Japanese fluently including technical concepts and terminology. Multiple language skills a plus.

• This position is located in Seattle WA

We are seeking a dynamic Network Support Engineer who prides themselves as a credible and knowledgeable Enterprise Support professional. You will be providing remote technical assistance with F5 solutions to both internal and external customers and F5 partners.

Youll be handling multiple active cases of diverse scope where analysis of customer network environments and customer specific data requires a review of identifiable factors arrive at a conclusion which can either be a workaround restore or resolve the customers problem with keeping customers satisfied.

Youll exercise excellent judgment within an ISO certified quality management system set of defined procedures in order to select the best approach among several possible methods and techniques to build a plan of action and take appropriate action.

Your Day-to-Day

• Our ideal teammate would be someone who is creative and independent thinkers as you will receive little day to day instructions on your work and general instructions on new projects or assignments.

• You would need to be prepared to work East Standard Time hours (7am/EST)

• Demonstrates good judgment to select the best methods and techniques to provide a diverse scope of technical support (Level 1 to Level 3) to resolve problems and hardware and software issues on F5 product and services based on data analysis of a complex set of customer specific factors.

• Proactively and effectively communicate status plan-of-action and resolution of issues based on an ISO Quality Management System defined a set of procedures.

• Provides F5 customers and partners with a consistently high-quality support experience

• Participates in ongoing training with F5 products and related technologies

• Maintains high schedule adherence (work hours and on-phone time)

• Effectively handles case escalations to tier 3 (Engineering Services) while maintaining customer communication with limited assistance/mentoring from senior support personnel or management

• Manages multiple routine cases and prioritizes based on customer and business needs

• Collaborate with other Senior Network personnel and build strong working relationships with peers Escalation Engineers and Managers or other related F5 departments.

• Superb communication with our customers by phone email and/or Teams and Zoom and accept ownership of issues until a resolution along with providing high customer satisfaction.

What You Will Bring to the Team

• Must be able to read write and speak English AND Japanese fluently including technical concepts and terminology. Multiple language skills a plus.

• As a valued member you should be proficient with a number of troubleshooting tools and equipment in the course of providing resolutions to cases.

• Your excellent customer service skills together with experience supporting corporate customers and service providers in production environments.

• Use the KCS methodology for contributing to the growth and maintenance of F5 Supports knowledge base

• Hands-on technical experience preferred with internetworking/data center operations including 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)

• Proficient with Windows OS

• We seek an independent self-starter as you would work under limited or little instructions on routine work.

• Evidence of building strong internal/external partnership within a team environment.

• Experience with the main Customer Relationship Management system. Siebel experience preferred.

• Analytical thinker with good attention to detail

• Must be able to read write and speak English fluently including technical concepts and terminology. Multiple language skills a plus.

• Should effectively relay technical information to customers of varying skill levels including senior technical customer levels.

How do you qualify

• Must be able to read write and speak English and Japanese at native a speakers level

• Hold a Bachelors degree (or equivalent related experience)

• Showcase 5 years of experience in a professional technical support role or equivalent experience working with relevant technologies

Nice to have technical acumen

• Additional consideration for any experience with Public/Private Cloud technologies (Microsoft AWS VMware Google Rackspace Oracle) Programming/Scripting (JavaScript Python BASHPERL ) Containers (OpenStack Docker Velcro) Container Orchestration (Kubernetes) and/or Automation (Ansible Git).

Physical demands and work environment

• Duties are performed in a normal office environment while sitting at a desk or computer table. Duties require the ability to use a computer communicate over the telephone via headset and read printed material.

• Working in an environment where work hours are scheduled shifts corresponding to forecasted customers activity. This role may require you to work outside of core business hours including early morning late evening overnight weekends and/or holidays as needed.

• Occasional travel may be required (5-10% of work time)

#LI-KT1

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.

F5 maintains broad salary ranges for its roles in order to account for variations in knowledge skills experience geographic locations and market conditions as well as to reflect F5s differing products industries and lines of business. The pay range referenced is as of the time of the job posting and is subject to change.

You may also be offered incentive compensation bonus restricted stock units and benefits. More details about F5s benefits can be found at the following link: F5 reserves the right to change or terminate any benefit plan without notice.

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 .