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Job Summary


Job Type
Permanent

Seniority
Senior

Years of Experience
5-8 years

Tech Stacks
TCP
Siebel
Relay
Less
UNIX
VMware
Linux

Job Description


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The Network Support Engineer Senior (NSE Senior) is an advanced and highly experienced Enterprise Support professional who provides remote technical assistance on F5 solutions to internal and external customers and F5 partners.  There are a limited number of NSE Seniors worldwide, who are promoted or hired based on a number of factors, including technical skill and their understanding and support of overall Support and Company objectives.  NSE Seniors handle multiple cases of complex scope where analysis of customer network environments and customer specific data requires a review of in-depth and wide ranging factors and a high degree of creativity to arrive at a conclusion which can work around, restore or resolve the customer’s problem. NSE Senior’s aim to keep customer’s satisfied. They exercise advanced judgment within an ISO certified Quality Management System set of defined procedures in order to select the best methods amongst several possible methods and techniques, to build a plan of action and take appropriate action.  NSE Seniors offer a degree of day to day instructions on other NSEs work, and assist management on determining methods and procedures for improving Support center operations.   Work hours are scheduled shifts corresponding to forecasted customer activity.  NSE Seniors have advanced skills working in enterprise cloud and virtualized architectures, using the majority of troubleshooting tools and equipment provided by F5 or the industry, in the course of providing resolutions to cases.  They network with senior internal and external personnel and build strong working relationships internally, to their peers, Escalation Engineers, and Managers, and F5 departments outside their core area of expertise (e.g. consulting) and externally, to customers and partners. They also participate as the lead in technical interviewing of new NSE candidates. NSE Seniors provide communication to our customers, by phone, email and/or webex, and accept ownership of highly complex issues until a resolution is delivered, providing high customer satisfaction.

PRIMARY RESPONSIBILITIES:

  • Demonstrates excellent judgement to select the best methods and techniques to provide technical support (Level 2 to Level 3) to troubleshoot and resolve hardware and software issues on F5 product and services, based on data analysis of a highly 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
  • Work closely to advise Queue Leads to help in the triage/assessment of customer cases to assign cases to NSEs.
  • 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 highly complex cases and prioritizes based upon customer and business needs
  • Responsible for upholding F5’s Business Code of Ethics and promptly reporting violations of the code or other company policies.
  • Working closely with the Escalation Engineer Mentors (ENE Mentors), provide mentorship to less experienced NSEs within their workgroup/POD and the wider Network Support team in the center.
  • Share specialist technical knowledge to Network Support via a variety of methods (e.g brown bag lunch and learn sessions, etc).
  • Working closely with management, develop and improve NSE best practice training and help deliver training.
  • Conduct NSE technical interviews for hiring new staff.
  • Performs additional projects as required

QUALIFICATIONS:

  • 5-8 years experience in a professional technical support role or equivalent experience, working with relevant technologies
  • 2nd Tier Academic Degree (Bachelors BA/BS, Honors, Graduate Certificate or equivalent) or above preferred.
  • Certification to 301 level certification is expected at NSE Senior level in their core module area of expertise.

KNOWLEDGE, SKILLS AND ABILITIES

Considering the essential duties and responsibilities of the job, list the knowledge, skills, and abilities necessary to perform those functions at a competent and proficient level.

  • Excellent customer service skills together with experience supporting corporate customers and service providers in production environments.
  • Hands-on advanced level technical experience with at least two F5 products/modules and/or services, or have expert level technical experience with a single F5 product/module and/or service or equivalent technologies.  Advanced exposure to internetworking/data center operations including WAN operations (e.g. high availability architectures, VLANS and Routing (L2/L3), DNS/BIND, 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) is expected.
  • Proficient with Windows OS
  • Able to work independently on complex work.
  • Evidence of building strong internal/external relationshipswithin a team environment.
  • Experience with a main Customer Relationship Management system. Siebel experience preferred.
  • Solid understanding of F5 processes as defined in the Quality Management System.
  • Analytical thinker with strong attention to detail
  • Must be able to read, write and speak English fluently, including technical concepts and terminology. Multiple language skills a plus.
  • Should be able to effectively relay technical information to customers of varying skill levels, including senior technical customer levels.
  • Should be able to communicate effectively with management on special projects, including project updates, etc.
  • Provide a positive role model for the NSE community in terms of pursuit of technical capability, customer engagement, productivity, and supporting new local or global management initiatives.
  • Ability to look for areas for change and continuous improvement and help effect change.
  • Create and deliver F5 solution oriented content and/or knowledge base materials to help in NSE training.
     
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
 
List any special environmental conditions, unpleasant conditions and special hazards, as well as any lifting, bending or vision requirements.

  • 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 hoursare scheduled shifts corresponding to forecasted customers activity. This role may be required 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)
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.
Phishing Alert

Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Yello/Workday (ending with f5.com or @myworkday.com).

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. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

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