Job Description

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.

Role Overview:

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.

Sounds interesting? Read on!

What You\xe2\x80\x99ll Do:

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

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:

Case reviews with newer engineers with a focus on training them in best practices

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

What You\xe2\x80\x99ll Bring:

At least 4 years experience in a technical support role or equivalent, working with relevant technologies

Experience directly supporting F5 technologies highly desirable

On-hands technical experience with LAN/WAN operations, Network protocols, UNIX or Linux Operating Systems, Windows OS and/or networking hardware required

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, DNS protocol/BIND and the OSI model

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

Must be able to demonstrate proficiency reading, writing and speaking English, including technical concepts and terminology; multiple language skills a plus

What You\xe2\x80\x99ll Get:

Hybrid working mode

Career growth and development opportunities

Recognitions and Rewards

Employee Assistance Program

Competitive pay, , and cool perks

Dynamic Interest Groups

Apply if you believe your own unique capabilities can contribute to the success of this role and our organization!

#LI-BH1

The 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 .

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