Network Support Engineer II

$77,292 - $115,938/Yr

F5 - Seattle, WA

posted 2 months ago

Full-time - Mid Level
Hybrid - Seattle, WA
Professional, Scientific, and Technical Services

About the position

At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation. Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive. We are seeking a dynamic Network Support Engineer II (NSE II) who prides themselves as a credible and knowledgeable Enterprise Support professional. You will be providing remote technical assistance with 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 customers 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. 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. 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. You will demonstrate 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. You will provide F5 customers and partners with a consistently high-quality support experience, participate in ongoing training with F5 products and related technologies, and maintain high schedule adherence (work hours and on-phone time). You will effectively handle case escalations to tier 3 (Engineering Services) while maintaining customer communication, with limited assistance/mentoring from senior support personnel or management. You will manage multiple routine cases and prioritize based on customer and business needs, collaborating with other Senior Network personnel and building 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.

Responsibilities

  • Provide remote technical assistance with F5 solutions to internal and external customers and partners.
  • Handle multiple active cases of diverse scope, analyzing customer network environments and specific data.
  • Exercise excellent judgment within an ISO certified quality management system to select the best approach for problem resolution.
  • Communicate status, plan-of-action, and resolution of issues effectively to customers.
  • Provide a consistently high-quality support experience to F5 customers and partners.
  • Participate in ongoing training with F5 products and related technologies.
  • Maintain high schedule adherence for work hours and on-phone time.
  • Effectively handle case escalations to tier 3 (Engineering Services) while maintaining customer communication.
  • Manage multiple routine cases and prioritize based on customer and business needs.
  • Collaborate with Senior Network personnel and build strong working relationships with peers and other departments.

Requirements

  • 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.
  • Proficient with troubleshooting tools and equipment for providing resolutions to cases.
  • Excellent customer service skills with experience supporting corporate customers and service providers in production environments.
  • Hands-on technical experience with internetworking/data center operations including WAN operations (e.g. DNS, Open SSL, Cryptography, virtualization).
  • Knowledge of Network Protocols, TCP/IP, OSI Model, UNIX or Linux (e.g. Redhat) operating systems, VMware or equivalent hypervisors, and network hardware.
  • Ability to communicate technical information to customers of varying skill levels.

Nice-to-haves

  • Experience with Public/Private Cloud technologies (Microsoft, AWS, VMware, Google, Rackspace, Oracle).
  • Programming/Scripting experience (JavaScript, Python, BASH, PERL, Node.JS).
  • Experience with Containers (OpenStack, Docker, Velcro) and Container Orchestration (Kubernetes).
  • Experience with Automation tools (Ansible, Git).
  • Multiple language skills.

Benefits

  • Competitive salary range of $77,292.00 - $115,938.00.
  • Incentive compensation, bonus, and restricted stock units.
  • Comprehensive benefits package including health insurance, dental insurance, and vision insurance.
  • Flexible work environment with hybrid options.
  • Ongoing training and professional development opportunities.
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