Network Support Engineer

• The Network Support Engineer II (NSE II) is an experienced technical support professional who provides remote assistance on F5 solutions to customers and partners. They manage multiple complex cases, analyze network environments, and apply sound judgment within defined procedures to resolve issues and ensure customer satisfaction. NSE IIs work independently, follow scheduled shifts, and use various troubleshooting tools. They maintain strong relationships with internal teams and external clients, communicate effectively, and take full ownership of cases until resolution. This role will be based in

What you will do:

• Demonstrates good judgement to select the best methods and techniques to provide a diverse scope of technical support (Level 1 to Level 3) to troubleshoot and resolve hardware and software issues on F5 product and services, based on data analysis of a complex set of customer specific factors.
• Proactively and effectively communicates status, plan-of-action, and resolution of issues based on an ISO Quality Management System defined 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 manages 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 upon customer and business needs
• Performs additional projects as required
• Responsible for upholding F5s Business Code of Ethics and promptly reporting violations of the code or other company policies.

What you will bring:

• 5 years experience in a professional technical support role or equivalent experience, working with relevant technologies
• Bachelors BA/BS, Honors, Graduate Certificate preferred.
• Certification to 201 level certification is expected to be achieved at NSE II level in their core module area of expertise. Level 301 certification is preferred but not expected.
• Excellent customer service skills together with experience supporting corporate customers and service providers in production environments.
• Key areas of knowledge Protocols, Linux, Networking, Popular Public Cloud Vendors, containerization, Experience with AI technology.
• Thorough understanding and experience with HTTP and web applications and Hands-on technical experience preferred with inter-networking/data center operations.
• NetworkOSI Model, Network & routing protocols, WAN operations
• SecuritySSL, Cryptography, Firewall, VPN, DDoS & experience in network security exposure.
• Familiarity with Windows, MacOS, working knowledge of UNIX/Linux operating systems and commands
• Proficiency in cloud platforms such as AWS, Azure, or Google Cloud.
• Experience with containerization and orchestration technologies such as K8s and Docker.
• Experience with VMware, KVM or equivalent hypervisors.
• Experience with Salesforce service CRM system.
• API knowledge, Basic Programming/Scripting skills (Python, tcl, bash, JavaScript)
• Experience interacting with AI and prompting for questions.