Field-MAMassachusetts, United States
Team: Global Services
Date Posted: 2019/02/19
Requisition Number: RP1012747
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
Location: This role will work remotely from the east coast time zone.
Come work at a place where innovation and partnership come together to support the most exciting missions in the world!
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).
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 F5 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.
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 teFam 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 trainings with F5 products and related technologies.
You love teamwork! You'll partner with an Enterprise Network Engineer (ENE) when handling case escalations to tier 3 (Engineering Services) while maintaining customer communication. Team up with the Service Delivery Manger's (SDM'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.
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.