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Lowell
Massachusetts, United States

Team:
Global Services

Date Posted:
1/5/2018

Requisition Number:
RP1008254

About Us:
As the global leader in Application Solutions, we're looking for people with a passion for breakthrough ideas to help us stay ahead of the competition.
Explore Life at F5

Enterprise Account Engineer

Come work at a place where innovation and partnership come together to support the most exciting missions in the world!

What we do
F5 Networks offers several different levels of maintenance and support service. The Premium Plus team delivers the highest level of technical support and dedicated services. Our customers are positioned to keep pace with technology changes and benefit from streamlined support and maintenance. Premium Plus customers receive priority support status at F5, with business hours access to a designated senior-level, F5-certified Enterprise Account Engineer (EAE).

Why is this job cool?
As an EAE, you will provide remote technical assistance on F5 products and with the ability to foster strong technical relationships with your assigned Premium Plus customers. This includes, providing assistance to other internal/external customers and partners as requested. You will exhibit superior communication to our customers, and accept ownership of issues until a resolution is delivered, driving the highest level of customer happiness. 


In this role, we trust that you will possess technical experience with a number of F5 products or equivalent technologies. As such, you are a technical resource for less experienced engineers and get the opportunity to contribute to the overall success of their support team.

Here’s What You’ll Do
You will work as the primary technical contact for assigned Premium Plus customers as you handle multiple active cases and provide daily customer communication via phone and email. And of course, administer expert level technical expertise to troubleshoot and resolve hardware and software issues on F5 devices. Manage and prioritize your active case load, based upon customer and business need, as you proactively and effectively communicate status, plan-of-action, and resolution of issues to the customer.

We expect that our team members to uphold to our high schedule adherence availability for our customers. Work hours are scheduled shifts to ensure coverage of stated Premium Plus hours of support and may be asked to work after hours for planned customer work. You’ll actively and dedicatedly participate in the knowledge transfer during our weekly open case review calls for assigned customers. We offer opportunities for our team members to attend ongoing training's with F5 products and related technologies.

You love teamwork! You'll partner with the designated Enterprise Network Engineer (ENE) when handling case escalations to tier 3 (Engineering Services) while maintaining customer communication. Team up with the Territory Account Manager’s (TAM’s) to ensure consistent support experience and messaging from the F5 Service Delivery Organization. This includes, collaborating with them to figure out when your customer’s planned maintenance windows will be. Contributes to the success of the Service Delivery Team through mentoring and training activities, including case reviews with newer engineers with a focus on training them in best practices, and mentoring team members in newer F5 technologies and advanced troubleshooting methods.

Additional Functions

  • Advanced knowledge of F5 Products and multi-tiered architectures including testing and reproductions.
  • Performs code reviews for P+ customers as requested; involving TAM and/or Engineering Services. 
  • Follows standards-based processes defined in F5’s Quality Management System (QMS).
  • Be willing to periodically work outside our normal business hours (on call, evenings and weekends).
  • We might need you to travel by car or air (including potential international travel) approximately 5-10% of the time. This may include; Travel to customer sites for Quarterly Business Reviews and to provide technical assistance as needed.
  • Performs other related duties as assigned.

Your talent toolbox will Include

  • Advanced knowledge in UNIX and multiple distros of Linux. Red Hat Linux preferred.
  • Proficient understanding of TCP/IP protocols and the OSI model.
  • Proficiency with Windows OS.
  • Expert level knowledge of supported F5 product (LTM and GTM or EM).
  • Skillful understanding with enterprise architectures.
  • High intelligence of DNS protocol/BIND.
  • Adept knowledge of high availability architectures, VLANS and Routing (L2/L3) and TCP/IP.
  • Ability to work independently with little to no supervision.
  • Possess good judgment skills and the ability to put the customer first
  • Be a self-starter and show initiative with the ability to work past barriers.
  • Analytical thinker with a powerful skill to attention to detail.
  • Strong comprehension and ability to relay technical information to customers and peers with varying skill levels.
  • Superb customer communication, interpersonal, and advocacy skills.

This is how you qualify for the position

  • We expect you hold a minimum of 4 to 6 years’ experience in a technical customer support role, working with relevant technologies.
  • A Bachelor’s degree in Computer Science or a related field or possess equivalent work experience.
  • Your background includes technical experience with corporate customers in production environments.
  • You have on-hands technical experience with LAN/WAN operations, Network protocols, UNIX or Linux Operating Systems, and/or networking hardware.
  • It would be nice if you had experience directly supporting F5 technologies.
  • We would find any certifications a huge plus on any of the following F5 products; LTM, GTM, ASM, APM, and knowledge of additional F5 technologies (AFM, FP, EM, etc.).

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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. Reasonable accommodation is available for qualified individuals with disabilities, upon request.