Network Support Engineer I

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

This job is located in Guadalajara, Mexico

The Challenge You Get to Accomplish

Do you take pride in excellent and quality customer success? Then this could be an exciting opportunity for you. For many of our customers, our Support Centers are the first port of call when facing an IT crisis. In 2017, F5 Networks support centers fielded over 2,600 cases per week and over 130,000 cases annually. This hub of fast and reliable F5 specialist help us keep our customer satisfaction scores consistently above 9.0 (and higher!) out of 10.

We are seeking a dynamic Network Support Engineer I (NSE I) who prides themselves as a credible and knowledgeable Enterprise Support professional. You will be providing remote technical assistance on F5 solutions to both internal and external customers and F5 partners. You'll be handling multiple active cases of diverse scope where analysis of customer network environments and customer specific data requires a review of identifiable factors, arrive at a conclusion which can either be a workaround, restore or resolve the customer's problem with keeping customer's satisfied. You'll exercise excellent judgment within an ISO certified quality management system set of defined procedures in order to select the best approach among several possible methods and techniques, to build a plan of action and take appropriate action.

Your Day-to-Day

  • Exercises judgment to provide a moderate level (Level 1 and Level 2) technical support to troubleshoot and resolve hardware and software issues on F5 product and services, based on data analysis of a variety of customer specific factors.
  • Proactively and effectively communicate status, plan-of-action, and resolution of issues based on an ISO Quality Management System defined a 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 handles case escalations to tier 3 (Engineering Services) while maintaining customer communication, with assistance/mentoring from senior support personnel or management
  • Manages multiple complex cases and prioritizes based on customer and business needs
  • 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.

What You Will Bring to the Team
  • Hands-on technical experience with internetworking/data center operations including LAN/WAN operations.
  • Exposure to UNIX. Some experience with Linux, preferably Red Hat. Some exposure to VMWare or equivalent hypervisors preferred.
  • Knowledgeable in TCP/IP protocols and the OSI model
  • Proficient with Windows OS
  • Able to work under general instruction on routine work.
  • Evidence of building strong internal/external relationships; within a team environment preferred.
  • Experience with the main Customer Relationship Management system. Siebel 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.
  • Should be able to effectively relay technical information to customers of varying skill levels

  • Bachelor's Degree and minimum 2+ years of experience in a professional technical support role or equivalent experience, working with relevant technologies

Would Be Excellent If You Had These
  • Additional consideration for any experience with Public/Private Cloud technologies (Microsoft, AWS, VMware, Google, Rackspace, Oracle), Programming/Scripting (JavaScript, Python, BASH,PERL, Node.JS), Containers (OpenStack, Docker, Velcro), Container Orchestration (Kubernetes) and/or Automation (Ansible, Git).

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 use a 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. 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% of work 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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