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Digital Solutions Architect
4 weeks ago
F5 is a leading provider of software-defined application services. We empower organizations to create, secure, and run applications that enhance how we experience our evolving digital world.
As a seasoned Enterprise Support professional, you will provide remote technical assistance on F5 solutions to internal and external customers and F5 partners. You will handle multiple active cases of diverse scope where analysis of customer network environments and customer specific data requires a review of identifiable factors to arrive at a conclusion which can work around, restore or resolve the customer's problem.
Your goal is to keep customers satisfied. You exercise solid judgment within an ISO certified Quality Management System set of defined procedures in order to select the best methods amongst several possible methods and techniques, to build a plan of action and take appropriate action. You receive little day to day instructions on your work, and general instructions on new projects or assignments. Work hours are scheduled shifts corresponding to forecasted customer activity.
You are proficient with a number of troubleshooting tools and equipment in the course of providing resolutions to cases. You network with senior internal and external personnel and build strong working relationships internally, to your peers, Escalation Engineers, and Managers, or related F5 departments and externally, to customers and partners. You provide communication to our customers, by phone, email and/or webex, and accept ownership of issues until a resolution is delivered, providing high customer satisfaction.
This role requires you to demonstrate 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.
Key Responsibilities- Provide technical support for F5 solutions, handling multiple cases of diverse scope and resolving customer problems.
- Exercise judgment to select the best methods and techniques to provide technical support, adhering to ISO certified Quality Management System procedures.
- Communicate effectively with customers, accepting ownership of issues until resolution is delivered.
- Network with senior internal and external personnel, building strong working relationships and providing input to improve processes.
- 5+ years' experience in a professional technical support role or equivalent experience, working with relevant technologies.
- Excellent customer service skills together with experience supporting corporate customers and service providers in production environments.
- Hands-on technical experience preferred with internetworking/data center operations including WAN operations, Network Protocols, TCP/IP, OSI Model, UNIX or Linux operating systems, VMware or equivalent hypervisors and network hardware.
- Experience working with public clouds like Amazon AWS, Microsoft Azure, Google Cloud Platform and possess knowledge in containerization technologies such as Dockers, Kubernetes.
- Proficient with Windows OS and Basic Programming/Scripting skills (Python, tcl, bash, javascript).
- Experience with a main Customer Relationship Management system such as Salesforce experience is preferred.
- Must be able to read, write and speak English fluently, including technical concepts and terminology. Multiple language skills a plus.
- F5 201 level Certification is preferred.
- Able to work during the weekend as the role will require someone to work on Tuesday to Saturday or Sunday to Thursday schedule.
- 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.
