The Network Support Engineer (NSE) provides remote technical assistance on F5 products to internal and external customers and F5 partners. NSEs handle multiple cases of diverse scope where analysis of data requires evaluation of identifiable factors and provide customer communication via phone and/or email. Networks with senior personnel in the area of expertise. Support Engineers exhibit strong competence utilizing a number of troubleshooting tools, facilities and equipment in the course of providing resolutions to cases. Engineers provide communication to our customers and accept ownership of issues until a resolution is delivered.
Provides Level 1 and Level 2 technical support to resolve hardware and software issues on F5 products
Participates in training with F5 products and related technologies
Actively collaborates with peers solving issues
Dedicatedly and effectively communicates status, plan-of-action, and resolution of issue
Provides F5 customers and partners with a consistently high-quality support experience
Effectively handles technical issues to tier 3 (Engineering Services) while maintaining customer communication
Handles multiple cases and prioritizes based upon customer and business needs
Follows standards-based processes defined in F5’s Quality Management System (QMS)
Some relevant experience in a technical support role, working with related technologies
Support experience with enterprise-level corporate customers in production environments preferred
Hands on technical experience with LAN/WAN operations
Solid understanding and hands-on experience in Routing & Switching
Intermediate understanding of TCP/IP protocols and the OSI model
Knowledge of DNS protocol/BIND
Analytical problem solver with solid 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 relay technical information to customers with varying skill levels.
Experience with F5 products is beneficial but not required.