F5 Networks

Network Support Engineer

1 month agoSingapore

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

F5 technologies are at the heart of modern applications that are enabling digital transformation across the globe. We give the world's largest businesses, service providers, governments, and consumer brands the ability to securely deliver every app, anywhere-with confidence. We do this by working collaboratively in an innovative environment, helping each other thrive and succeed. We take great pride in being trusted advisers to our customers, offering the best solutions for their interests.

Who are you?

The Network Support Engineer (NSE) is an experienced Enterprise Support professional who provides remote technical assistance on F5 solutions to internal and external customers and F5 partners. NSEs handle multiple active cases of diverse scope where analysis of customer network environments and customer specific data requires a review of identifiable factors to arrive at a conclusion which can work around, restore or resolve the customer's problem. You exercise solid judgment within an ISO certified Quality Management System set of defined procedures to select the best methods among several possible methods and techniques, to build a plan of action and take appropriate action. NSEs require little day-to-day instructions on work, and general instructions on new projects or assignments. Work hours are scheduled shifts corresponding to forecasted customer activity. NSEs are proficient with a number of troubleshooting tools and equipment in the course of providing resolutions to cases. NSEs enjoy networking with internal and external personnel and build strong working relationships internally, with peers, Escalation Engineers, and Managers, or related F5 departments and externally, to customers and partners. NSEs provide communication to customers, by phone, email and/or webex, and accept ownership of issues until a resolution is delivered, providing high customer happiness.

Primary 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 fix and resolve hardware and software issues on F5 product and services, based on data analysis of a complex set of customer specific factors.
  • 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 ongoing training with F5 products and related technologies
  • Maintains high schedule adherence (work hours and on-phone time)
  • Effectively handles case escalations to tier 3 (Engineering Services) while maintaining customer communication, with limited mentoring from senior support team members
  • Handles multiple routine cases and prioritizes based upon customer and business needs
  • Performs additional projects as the need arises
  • Responsible for upholding F5's Business Code of Ethics and promptly reporting violations of the code or other company policies.

Qualifications:
  • Bachelor's degree in Computer Science, Engineering, or related field
  • A validated ability in a similar role.
  • Certification to 201 level certification is expected to be achieved in the core module area of expertise. Level 301 certification is preferred but not expected.

Knowledge, skills and abilities
  • 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
  • Analytical with good attention to detail
  • Read, write and speak English fluently, including technical concepts and terminology. Multiple language skills a plus.
  • Effectively relay technical information to customers of varying skill levels, including senior technical customer.

Physical demands and work environment:
  • Duties require the usage of computer, communicate over the telephone via headset, and read printed material.
  • Working in an environment where work hours are scheduled shifts corresponding to forecasted customers activity. May also require working 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.

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. F5 offers a variety of reasonable 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

Client-provided location(s): Singapore
Job ID: f5-RP1019684