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.
POSITION SUMMARY:
The Enterprise Account Engineer provides technical assistance on F5 products and fosters strong technical relationships with assigned Premium Plus customers. EAEs also provide assistance to other internal and external customers and F5 partners as assigned. EAEs handle multiple active cases and provide daily customer communication via phone and email. Work hours are scheduled shifts to ensure coverage of stated Premium Plus hours of support, and EAEs may be asked to work after hours for planned customer work. EAEs provide superior communication to our customers, and accept ownership of issues until a resolution is delivered, delivering the highest level of customer satisfaction. EAEs possess senior-level technical expertise across a number of F5 products or equivalent technologies. They are technical resources for less experienced engineers and contribute to the overall success of their support team.
PRIMARY RESPONSIBILITIES
Acts as primary technical contact for assigned Premium Plus customers
Provides proactive knowledge transfer during weekly open case review calls and as needed for assigned customers
Partners with Premium Plus SDM to ensure consistent support experience and messaging from the F5 Service Delivery Organization
Provides expert level technical expertise to troubleshoot and resolve hardware and software issues on F5 devices
Proactively and effectively communicates status, plan-of-action, and resolution of issues
Maintains high schedule adherence availability for Premium Plus Customers
Participates in on-going training with F5 products and related technologies
SECONDARY RESPONSIBILITIES:
Effectively partners with designated ENE and manages case escalations to tier 3 (Engineering Services) while maintaining customer communication
Performs targeted code reviews (bug scrubs) and MOP reviews for P+ customers as requested; involving Sr EAE, SDM and/or ES as needed
Manages multiple cases and prioritizes based upon customer and business needs, proactively and effectively communicating status, plan-of-action, and resolution of issues based on an ISO Quality Management System defined set of procedures
Contributes to the success of the Enhanced Services Team through mentoring and training activities, including:
o Case reviews with newer engineers with a focus on training them in best practices
o Mentoring team members in newer F5 technologies and advanced troubleshooting methods
Builds and maintains advanced knowledge of F5 Products and multi-tiered architectures including testing and reproductions
Travel to customer sites as needed for Quarterly Business Reviews
Travel to customer sites as needed to provide technical assistance
Share specialist technical knowledge to assigned customers via a variety of methods (e.g brown bag lunch and learn sessions, etc.)
Conduct NSE technical interviews for hiring new staff
Performs additional projects as required
QUALIFICATIONS:
8 years experience in a technical support role or equivalent, working with relevant technologies
Experience directly supporting F5 technologies highly desirable
Hands-on advanced level technical experience with at least two F5 products/modules and/or services, or have expert level technical experience with a single F5 product/module and/or service or equivalent technologies, with Certification to 300 level on one or more F5 products a plus
Technical experience with large corporate customers in production environments required
On-hands technical experience with LAN/WAN operations, Network protocols, UNIX or Linux Operating Systems, and/or networking hardware required
2nd tier academic degree (Bachelors BA/BS, Honors, Graduate Certificate) or equivalent work experience
KNOWLEDGE, SKILLS AND ABILITIES:
Excellent customer service skills together with experience supporting corporate customers and service providers in production environments
Must be very knowledgeable in UNIX and multiple distros of Linux; Red Hat Linux preferred
Advanced understanding of TCP/IP protocols and the OSI model
Proficient with Windows OS
Demonstrate experience and expert-level knowledge with enterprise architectures
Knowledge of DNS protocol/BIND
Advanced exposure to internetworking/data center operations including LAN/WAN operations (e.g. high availability architectures, VLANs and Routing (L2/L3), DNS/BIND, Open SSL, cryptography, virtualization, etc), network protocols, TCP/IP, OSI model, UNIX or Linux operating systems, VMware or equivalent hypervisors and network hardware preferred
Exposure to or ability to learn network security (e.g. Web Application Security, AAA, VPN, DDoS, Malware, Application Firewalls, etc) is expected
Comfortable creating and delivering F5 solution oriented content to assigned customers in a technical knowledge-sharing setting
Experience with a main Customer Relationship Management system; Siebel CRM experience preferred
Able to work with little to no supervision on complex work
Proven track record in a team environment
Must be able to show good judgment skills and the ability to put the customer first
Must be a self starter and show initiative with the ability to work past barriers
Analytical thinker with strong attention to detail
Must be able to relay technical and non-technical information to customers and peers with varying skill levels
Must be able to demonstrate proficiency reading, writing and speaking English, including technical concepts and terminology; multiple language skills a plus
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 or headset, and read printed material
Duties may require working outside normal working hours (evenings, public holidays and weekends)
Duties may require the ability to travel via automobile or airplane, approximately 5-15% of the time
F5 Inc. is an equal opportunity employer and strongly supports diversity in the workplace.
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.
Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Yello/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.
