Field Customer Support Engineer

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:

The Field Customer Support Engineer (FCSE) is a seasoned Enterprise Support professional who delivers both remote and onsite postsales technical assistance on F5 solutions to customers and partners that have purchased eligible field support services. FCSEs handle multiple active cases of diverse technical scope analyzing customer network environments and customerspecific data to identify key factors develop plans of action and implement workarounds restorations or full resolutionsalways aiming to maximize customer satisfaction. Operating within an ISOcertified Quality Management System and defined procedures FCSEs exercise solid judgment to select the best methods and techniques for timely effective outcomes.

FCSEs receive limited daytoday direction and general guidance on new projects or assignments. Work hours follow scheduled shifts aligned with forecasted customer activity as well as planned maintenance windows and outages. They demonstrate attention to detail and strong proficiency with troubleshooting tools facilities and equipment and they build strong working relationships internally (peers Escalation Engineers Managers and related F5 teams) and externally (customers and partners). FCSEs communicate clearly via phone email virtual meetings and in person during onsite engagements taking full ownership of issues through to resolution to deliver high customer satisfaction. When required FCSEs may also perform postsales installation of F5 devices in customer production environments.

Sounds interesting Read On!

What Youll Do:

• Demonstrates good judgement to select the best methods and techniques to provide a diverse scope of technical support (Level 1 to Level 3) to troubleshoot and resolve hardware and software issues on F5 product and services based on data analysis of a complex set of customer specific factors
• Proactively and effectively communicates status plan-of-action and resolution of issues based on an ISO Quality Management System defined set of procedures
• Provides F5 customers and partners with consistently high-quality support experience
• Participates in on-going training with F5 products and related technologies
• Maintains high schedule adherence (work hours and on-phone time)
• Effectively manages 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 priorities based upon customer and business needs
• Performs additional projects as required
• Responsible for upholding F5s Business Code of Ethics and promptly reporting violations of the code or other company policies

What Youll Bring:

• Bachelors degree in computer science related areas or equivalent level of experience. 2nd Tier Academic Degree (Bachelors BA/BS Honors Graduate Certificate or equivalent) preferred.
• 5 years experience in a professional technical support role or equivalent experience working with relevant technologies
• F5 Certification to 201 level certification is expected to be achieved in their core module area of expertise. Level 301 certification is a plus but not expected.
• CKA CKS CKAD ACP AWS ACA/ACP Azure SAE GCIH CISSP or mid to high level container/cloud administration/security certification is a plus but not expected.
• 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. Potential for exposure to Network Security (e.g. Web Application Security AAA VPN DDoS Malware Application Firewalls etc)
• Excellent customer service skills together with experience supporting corporate customers and service providers in production environments.
• Able to work under limited or little instructions on routine work.
• Evidence of building strong internal/external relationships within a team environment.
• Experience with a main Customer Relationship Management system.
• Analytical thinker with strong attention to detail
• Be able to read write and speak English including technical concepts and terminology.
• Should be able to effectively relay technical information to customers of varying skill levels including senior technical customer levels.

What Youll Get:

• Hybrid working mode
• Career growth and development opportunities
• Recognitions and Rewards
• Employee Assistance Program
• Competitive pay comprehensive benefits and cool perks
• Culture of Giving Back
• Dynamic Diversity & Inclusion Interest Groups

Apply if you believe your own unique capabilities can contribute to the success of this role and our organization!

#LI-SP5

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 @) 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 .