Senior Desktop Support Engineer

    • Santa Clara, CA

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

Shape Leverages AI and ML to Defeat Attackers and Prevent Fraud

We protect web and mobile applications and API endpoints from these sophisticated automation attacks that would otherwise result in large scale fraud. To websites and mobile applications, attackers appear virtually identical to genuine users by hijacking their devices, simulating human behavior, and leveraging stolen identities. Attackers rapidly evolve tools and methods, making it nearly impossible for apps or even humans alone to tell the difference between real and fake. Our solutions use artificial intelligence and machine learning, among other technologies, to accurately resolve in real-time if an application request is from a fraudulent source, and if so, effectively mitigate. As soon as new countermeasures are deployed, 5%-10% of attackers will typically attempt to retool and start a new attack. Our solutions adapt and maintain full efficacy even as attackers evolve!

And at F5 Networks, our employees are valued and empowered, collaborative and team oriented, innovative in their approach and passionate about their work. They are reliable, trustworthy and open with a high level of integrity. They value diversity, are inclusive and are committed to a global mindset.

Be responsible for ongoing support and maintenance of our environment in our Santa Clara, San Jose, and Milpitas office. We'll look to you to provide independent and comprehensive IT support including production datacenters/systems, voice and data networks and equipment, PCs and workstations, and test/development lab infrastructure. You will liaise extensively with our corporate IT team to ensure consistency of operations and end user support procedures.

In addition to technical skills, you will be comfortable interacting outside of the IT department with the business. You will have a high degree of business proficiency, professional maturity, and poise.

What will I be doing?

  • Operations: Deploy, maintain, and execute procedures for highly effective and reliable site IT operations. You will provide direct support to product development, test, and manufacturing sites. You will utilize appropriate tools and utilities to facilitate operations monitoring. Coordinate operations applications, e.g., back-ups, system monitoring, logging. Initiate action to ensure problems and potential error conditions are promptly and appropriately addressed.
  • Network: Deploy and maintain site network infrastructure to ensure performance and reliability for local LANs, Internet, and corporate WAN connectivity.
  • PCs/Desktops: Work closely and optimally with regional Desktop Support team members to provide world call end user support in our Cork office.
  • Communication: Ensure ongoing communications with regional employees and managers as well as Seattle IT management and staff regarding issues and activities relating to systems operations.
  • Telecom: You will provide first-level support for telephone operations in multiple offices, including local vendor coordination as needed for adds/moves/changes and system maintenance.
  • Documentation: Establish and maintain procedures to ensure up-to-date configuration documentation is maintained for production hardware, software, and networks. You will document and maintain installation standards and practices. Maintain daily activity, task, and system status information for standard reporting systems & processes.
  • Equipment: Maintain computer hardware; ensure cleanliness and organization in equipment rooms; verify all equipment and cabling is properly installed for safety, reliability and neatness.
  • Physical Plant: You will ensure reliable operation of electrical, HVAC, fire protection, etc. systems supporting site IT operations.
  • Maintain accurate and updated IT Asset Management inventory. Work with ITAM team in Seattle to produce asset reports and verify inventory regularly.
  • Vendors: Evaluate and select products and vendors to provide goods and services related to site systems operations. You will lead ongoing vendor relationships to ensure adequate support at all locations.

What experience, skills should I bring?

  • Basic hands-on experience with telecommunications equipment (phones, PBX's)
  • Knowledge of physical plant requirements related to IT/datacenter operations
  • Capably setup, configure, and tackle problems with PCs, network devices, server equipment, and operating systems
  • Significant experience working with IT infrastructure, operations, and PCs
  • Proven written & verbal communications; fluency in English language
  • Good interpersonal, planning, documentation, organization, and problem-solving skills
  • Ability to act independently and engage internal & external personnel/services to ensure reliable system operations
  • Customer service ethic: ability to work directly with end users to help them use computers and solve their problems
  • High degree of accuracy and attention to detail in working with production systems is critical
  • Intermediate to advanced Windows 10, Office-365, Mac OS X in the enterprise, Linux/UNIX + Windows Server 2003/2008/2012 skills

How do I qualify?

  • Strong intermediate-level to advanced network engineering troubleshooting skills (switches, routers, BIG-IPs)
  • College degree in a computer discipline, or equivalent applicable experience. Technical certifications are highly desirable
  • 5 years of staff management/supervisory 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, and read printed material.
  • Duties may require being on call periodically and working outside normal working hours (evenings and weekends).
  • Duties may require the ability to travel via automobile or airplane, approximately 10% of the time spent traveling.
  • The role requires the ability to lift up to 50 lbs.

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.


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.

See Inside the Office of F5 Networks

Founded in 1996, F5 originally made a name for itself with load-balancing products. Since then, F5 has become a market leader and expanded its offerings to include the everything in the application delivery space—from load-balancing and acceleration to a whole host of security and authentication products, both on the cloud and at local datacenters.

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