• Our ideal teammate would be someone who is creative and independent thinkers as you will receive little day to day instructions on your work, and general instructions on new projects or assignments.
• Demonstrates good judgment to select the best methods and techniques to provide a diverse scope of technical support (Level 1 to Level 3) to resolve problems and hardware and software issues on F5 product and services, based on data analysis of a complex set 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 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 assistance/mentoring from senior support personnel or management
• Manages multiple routine cases and prioritizes based on customer and business needs
• Collaborate with other Senior Network personnel and build strong working relationships with peers, Escalation Engineers, and Managers, or other related F5 departments.
• Superb communication with our customers, by phone, email and/or Teams and Zoom, and accept ownership of issues until a resolution along with providing high customer satisfaction.
• Work hours are scheduled shifts corresponding to forecasted customer activity and you will be asked to work Saturdays and/or Sundays

Required Qualifications

• Hold a Bachelor’s degree (or equivalent related experience)
• Showcase 5+ years of experience in a professional technical support role or equivalent experience, working with relevant technologies

Preferred Qualifications

• As a valued member, you should be proficient with a number of troubleshooting tools and equipment in the course of providing resolutions to cases.
• Your 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. The potential for exposure to Network Security (e.g. Web Application Security, AAA, VPN, DDoS, Malware, Application Firewalls, etc)
• Proficient with Windows OS
• We seek an independent self-starter as you would work under limited or little instructions on routine work.
• Evidence of building strong internal/external partnership within a team environment.
• Experience with the main Customer Relationship Management system. Siebel experience preferred.
• Analytical thinker with good attention to detail
• Must be able to read, write and speak English fluently, including technical concepts and terminology. Multiple language skills a plus.
• Should effectively relay technical information to customers of varying skill levels, including senior technical customer levels.
• 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).

This is a hybrid position located in WA State (Seattle HQ and our Liberty Lake, WA office). Our expectation is to have workers perform from the office 30 days per quarter.

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 require you to work outside of core business hours, including early morning, late evening, overnight, weekends, and/or holidays as needed.
• Occasional travel may be required (5-10% 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.

The annual U.S. base pay range for this position is: $77,292.00 - $115,938.00

F5 maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, geographic locations, and market conditions, as well as to reflect F5’s differing products, industries, and lines of business. The pay range referenced is as of the time of the job posting and is subject to change.

You may also be offered incentive compensation, bonus, restricted stock units, and benefits. More details about F5’s benefits can be found at the following link: https://www.f5.com/company/careers/benefits. F5 reserves the right to change or terminate any benefit plan without notice.

Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from 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 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.