Enterprise Account Engineer (based in Singapore)

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Position Summary

The Enterprise Account Engineer (EAE) provides remote technical assistance on F5 products and fosters strong technical relationships with their assigned Premium Plus customers. EAEs also provide assistance to other internal and external customers and F5 partners as requested. EAEs handle multiple active cases and provide daily customer communication via phone and email. Work hours are scheduled shifts to ensure coverage of stated Premium Plus hours of support and may be asked to work after hours for planned customer work. EAEs provide superior communication to our customers, and accept ownership of issues until a resolution is delivered, driving highest level of customer satisfaction. Premium Plus EAEs possess technical experience with a number of F5 products or equivalent technologies. They are a technical resource for less experienced engineers and contribute to the overall success of their support team.

Primary Responsibilities

  • Acts as primary technical contact for assigned Premium Plus customers
  • Provides proactive knowledge transfer during weekly open case review calls and as needed for assigned customers
  • Partners with Premium Plus TAM to ensure consistent support experience and messaging from the F5 Service Delivery Organization
  • Provides expert level technical expertise to troubleshoot and resolve hardware and software issues on F5 devices
  • Proactively and effectively communicates status, plan-of-action, and resolution of issues
  • Maintains high schedule adherence availability for Premium Plus Customers
  • Participates in on-going training with F5 products and related technologies
  • Available on call (after hours) for Premium Plus customer's planned maintenance windows as needed and determined with TAM partnership


Secondary Responsibilities
  • Effectively partners with designated ENE and manages case escalations to tier 3 (Engineering Services) while maintaining customer communication
  • Performs code reviews for P+ customers as requested; involving TAM and/or ES as needed
  • Manages multiple cases and prioritizes based upon customer and business needs
  • Contributes to the success of the Service Delivery Team through mentoring and training activities, including case reviews with newer engineers with a focus on training them in best practices, and mentoring team members in newer F5 technologies and advanced troubleshooting methods
  • Advanced knowledge of F5 Products and multi-tiered architectures including testing and reproductions
  • Travel to customer sites as needed for Quarterly Business Reviews
  • Travel to customer sites as needed to provide technical assistance
  • Follows standards-based processes defined in F5's Quality Management System (QMS)
  • Responsible for upholding F5's Business Code of Ethics and for promptly reporting violations of the Code or other company policies.
  • Performs other related duties as assigned.


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.

Knowledge, Skills and Abilities
  • Must be very knowledgeable in UNIX and multiple distros of Linux. Red Hat Linux preferred
  • Advanced understanding of TCP/IP protocols and the OSI model
  • Proficient with Windows OS
  • Expert level knowledge of supported F5 product (LTM and GTM or EM)
  • Demonstrate experience and expert-level knowledge with enterprise architectures
  • Knowledge of DNS protocol/BIND
  • Demonstrated knowledge of high availability architectures, VLANS and Routing (L2/L3) and TCP/IP required
  • Able to work with little to no supervision
  • Proven track record in a team environment
  • Must be able to show good judgment skills and the ability to put the customer first
  • Must be a self-starter and show initiative with the ability to work past barriers
  • Analytical thinker with strong attention to detail
  • Must be able to relay technical information to customers and peers with varying skill levels
  • Excellent customer communication and advocacy skills
  • Certified in LTM (advanced), GTM, and Enterprise Manager. Additional F5 technologies (ASM, FP, WAM, etc) a plus


Qualifications
  • Minimum 4 to 6 years of experience in a technical support role, working with relevant technologies
  • Minimum 1 year experience directly supporting F5 technologies highly desirable
  • Technical experience with corporate customers in production environments required
  • On-hands technical experience with LAN/WAN operations, Network protocols, UNIX or Linux Operating Systems, and/or networking hardware required
  • Undergraduate Computer Science degree or equivalent work experience

Physical Demands and Work Environment
  • Duties are performed in a normal office environment while sitting at a desk or computer table.
  • Duties require the ability to utilize a computer, communicate over the telephone or headset, and read printed material.
  • Duties may require working outside normal working hours (evenings and weekends).
  • Duties may require the ability to travel via automobile or airplane, approximately 5-10% of the time.


F5 Networks, Inc. is an equal opportunity employer and strongly supports diversity in the workplace.

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.

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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