Mgr, Technical Support

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.

The Customer Service & Support family group at F5 is responsible for activities related to assisting supporting and resolving
questions for consumers customers merchants and others regarding specific products and services.
F5s Technical Support Engineering family provides technical support to customers and partners who are diagnosing
troubleshooting repairing and debugging product issues. They respond to situations as first-line product support to isolate or
fix problems in malfunctioning equipment or software and report design reliability and maintenance problems or bugs to
engineering teams.

TECHNICAL ACUMEN

Works within an ISO certified Quality Management System set of defined procedures to select the best methods amongst several possible
methods and techniques to build a plan of action. Takes appropriate action in troubleshooting license and customer account issues. Captures customer issuedescription severity and product information to create a case for further troubleshooting.

CRITICAL REASONING (JUDGMENT DECISION MAKING AND PRAGMATISM). Exercises sound judgment based on an ability to incorporate experience data priorities andstakeholder needs and evaluate potential constraints to arrive at the most beneficial path forward. Consistently exhibits the ability to navigate situations withthought purpose and sensibility after adequately contemplating various available courses of action balancing the trade-offs between immediate and long-termneeds. Recognizes that while the effect of a single fix may not always be terribly significant the accumulative effect over time makes each decision extremely
valuable.

INITIATIVE & ADAPTABILITY

Does more than is required or expected not because someone requested it but because it will improve or enhance a product and/oravoid problems. Plans for upcoming problems or opportunities and takes actions accordingly. Applies original thinking to improve processes methods systems orservices. Deals well with ambiguities focusing on evaluating a situation identifying what is and is not a priority and moving toward the most logical outcome.

PARTNERSHIP

Recognizes collaboration fosters the most effective exchange of ideas and talent facilitating open dialogues with a wide variety of contributors andstakeholders building partnerships leveraging skillsets and sharing knowledge to achieve a common goal. Creates alignment through mutual accountabilitytransparent communications and the application of change management principles.

COMMUNICATION AND COLLABORATION

Conveys information vision and strategy in an accurate and timely manner adjusting to ensure understanding basedon the audience. Actively listens; seeks to understand rather than respond. Proactively solicits and values diverse perspectives ideas and opinions.

Responsibilities

• Leads develops and guides other product support professionals on the teamand support their career growth.
• Takes ownership and accountability of larger customers for service requeststhat are escalated. Ensures customer concerns are addressed and servicerequests progress to successful resolutions with a high degree of customersatisfaction.
• Receives objective-based assignments and uses knowledge in F5 product andservices to provide high-quality technical product support and to determineresources to meet schedules and goals.
• Implements strategic direction on large scale business problems by engagingbroadly across F5 to understand customer and business problems identifygaps and provide guidance by prioritizing business opportunities that improvecustomer experience specifically in the area of product support.
• Synthesizesand feeds back business challenges from multiple business domains intodelivery plans on how to address leveraging product support.
• Provides direction to team members managing customer interactionsmaintaining high customer satisfaction ratings of their team and the supportcenter managing F5 Support Services Top Quality Objectives and contributingto process improvements. Interacts with internal and external F5 customers onhigh profile and critical business impacting events; managing resourcesproviding appropriate executive/team updates and ensuring global coverageare essential skills for success.
• Interacts frequently with product support professionals and learn and partnerwith other F5 teams. Partner with Escalation Managers and CustomerExperience.

Attributes

• Guides by function practices and well-defined management precedents.
• Advanced understanding of business lines and a growing understanding of theoverall company and the competitive environment.
• Erroneous decisions or failure to achieve results will add to costs and may haveshort-term impact.
• Knowledge of common support center metrics and ability to manage teams toKPIs.
• Knowledge of Networking Systems Cloud DevOps and other technicalconcepts to provide technical product support.
• Strong ability to communicate basic concepts and exchange ideas and contentrelating to F5 solutions.
• Excellent customer service skills. Able to effectivelyrelay technical information to customers of varying skills.

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 .