Network Support Engineer

• 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 a 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 prioritizes based upon customer and business needs
• Performs additional projects as required
• Responsible for upholding F5's Business Code of Ethics and promptly reporting violations of the code or other company policies.

What you will bring: 

• 5 years experience in a professional technical support role or equivalent experience, working with relevant technologies
• Bachelors BA/BS, Honors, Graduate Certificate preferred.
• Certification to 201 level certification is expected to be achieved at NSE II level in their core module area of expertise. Level 301 certification is preferred but not expected.
• Excellent customer service skills together with experience supporting corporate customers and service providers in production environments.

• Key areas of knowledge – Protocols, Linux, Networking, Popular Public Cloud Vendors, containerization, Experience with AI technology.
• Thorough understanding and experience with HTTP and web applications and Hands-on technical experience preferred with inter-networking/data center operations.
• NetworkOSI Model, Network & routing protocols, WAN operations
• SecuritySSL, Cryptography, Firewall, VPN, DDoS & experience in network security exposure.
• Familiarity with Windows, MacOS, working knowledge of UNIX/Linux operating systems and commands
• Proficiency in cloud platforms such as AWS, Azure, or Google Cloud.
• Experience with containerization and orchestration technologies such as K8s and Docker.
• Experience with VMware, KVM or equivalent hypervisors.
• Experience with Salesforce service CRM system.
• API knowledge, Basic Programming/Scripting skills (Python, tcl, bash, JavaScript)
• Experience interacting with AI and prompting for questions.