Technical Support Engineer

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 Technical Support Engineer (TSE) 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. TSE 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 Bangalore.

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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&apos 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.
- Network: OSI Model, Network & routing protocols, WAN operations
- Security: SSL, 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.

What Youll Get:

- Hybrid working mode
- Career growth and development opportunities
- Recognitions and Rewards
- Employee Assistance Program
- Competitive pay, comprehensive benefits, and cool perks
- Culture of Giving Back
- Dynamic Diversity & Inclusion Interest Groups

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

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 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 [Confidential Information].

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