Technical Support Engineer III (CONUS)

About the role

F5 is seeking a seasoned Enterprise Support professional to join our Technical Support Engineering team supporting Federal customers. The ideal candidate will provide remote technical assistance on F5 solutions to internal and customers, and F5 Partners.

Responsibilities

• 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.

Requirements

• Showcase 5 years’ experience in a professional technical support role or equivalent experience, working with relevant technologies.
• Holding a 2nd Tier Academic Degree (bachelor’s BA/BS, Honors, Graduate Certificate or equivalent) preferred.

Qualifications

• Excellent customer service skills together with experience supporting corporate customers and service providers in production environments.
• 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.).
• Proficient with Windows OS.
• 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 Customer Relationship Management system. Salesforce Service Cloud experience preferred.
• 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.
• Ability to effectively relay technical information to customers of varying skill levels, including senior technical customer levels.

Skills

• Excellent customer service skills together with experience supporting corporate customers and service providers in production environments.
• 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.).
• Proficient with Windows OS.
• 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 Customer Relationship Management system. Salesforce Service Cloud experience preferred.
• 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.
• Ability to effectively relay technical information to customers of varying skill levels, including senior technical customer levels.

Benefits

The annual base pay for this position is: $81,600.00 - $122,400.00. 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 accommodations@f5.com.

Pay

The annual base pay for this position is: $81,600.00 - $122,400.00.

Schedule

This role is required to work outside of core business hours, including early morning, late evening, overnight, weekends, and/or holidays as needed.