26 days old

Product Support Engineer

F5 Networks, Inc
Chertsey, England KT16 9
  • Job Code

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

This is a new role within our highly regarded EMEA Global Services Support team. Our talented Engineers provide partnership to our customers on their multi-cloud journey and support our sophisticated F5 technologies as we investigate issues and develop deep skills across the entire technology stack: TCP, HTTP, SSL, Linux administration, Docker containers, Kubernetes, REST APIs, automation, application security, and a whole lot more.

You will have a passion for solving problems, learning new technologies, and sharing knowledge with others. An F5 Support Engineer is a specialist in carefully disentangling and solving the most complex of technical challenges, and always looking for opportunities to improve the way things work.

Through Knowledge Centered Service (KCS) practices, our role will provide the opportunity turn your experience into knowledge for customers and internal partners.

Your Primary Responsibilities

  • Collaborate with our customers through their multi-cloud transformation, resolving the most sophisticated technical problems and helping them realize all the benefits of F5 Application Services across multiple cloud environments.
  • Recognised as the trusted advisor both internally and externally, provide sound analysis and solutions to challenges our customers are facing with F5 products
  • Appropriately handle multiple technology challenges, prioritizing by customer and business needs.
  • Owning customer issue resolutions, create knowledge for use by customers, internal team members, and product development.
  • Collaborate across multiple groups in resolving technical issues. Reproduce issues in a lab environment and build solutions for the unsolvable.
  • Coordinate case escalations to tier 3 (Engineering Services) while maintaining customer communication, with limited assistance/mentoring from senior support team members.
  • Responsible for upholding F5s Business Code of Ethics and for promptly reporting violations of the Code or other company policies.
  • Performs other related duties as assigned.

Your Knowledge, Skills and Abilities

  • Ability to focus on overall customer satisfaction and a complete customer experience.
  • Ability to be responsible for the resolution outcomes of customers complex technical issues, with minimal direction.
  • Working with F5s newest products and technologies, you are curious and have a growth mind set to continuously learn about our F5 products, sub-systems and other technologies affecting customers.
  • Ability to work with a small experienced global team that is passionate about customer outcomes, helping each other thrive through collaboration with peers and product teams and being an owner of the resolution from discovery through documentation for others to utilize.
  • Able to search, reuse, improve, and author knowledge articles as Knowledge Centered Service principles are a core component of the teams value.
  • Strong interpersonal and communication skills, both oral and written.
  • Enjoy articulating deeply complex technical topics to customers, peers, and non-technical personnel in an influential and understandable manner.
  • Skill set to defuse complicated technical and political situations with enterprise customers.
  • Analytical problem solver with strong attention to detail.
  • Able to relay technical information to customers of varying skill levels, including senior technical customers and partners.
  • Enjoy engaging with and communicating across different audiences on special projects, including project updates.


Required Qualifications

  • BS in Computer Sciences (or related degree) or equivalent experience
  • Deep technical knowledge of and experience troubleshooting Linux / UNIX, including but not limited to tools like strace.
  • Proficient in a *nix CLI environment.
  • Strong working experience with the following:
  • Scripting and/or Automation (eg. python, shell scripts, Ansible)
  • Container platforms (eg. Docker, Kubernetes)
  • Cloud platforms and infrastructure (eg. AWS/Azure/GCE, Terraform)
  • Troubleshooting APIs (familiar with Json and YAML)
  • Linux
  • Shell environments (eg. bash)
  • TCP/IP
  • Comfortable with the layers of abstraction present in virtualization, encapsulation, and clustered computing environments.
  • Familiarity with a wide variety of networking topics.
  • Able to read, write and speak English fluently, including technical concepts and terminology. Additional language skills would be an advantage.

Preferred Qualifications

  • Familiarity with proxy servers (eg, NGINX)
  • Programming or scripting languages experience (e.g. Bash / shell, Python, C, Perl, Ruby, Lua, Go, Rust)
  • Database skills (e.g. PostgreSQL, mongodb, etc)

Physical Demands and Work Environment

  • Duties are performed in a normal office environment while sitting at a desk or computer table. Duties require the ability to utilize a computer, communicate over the telephone, and read printed material.
  • We may require team members to be on-call periodically and working outside normal working hours (holidays, evenings, and/or weekends).
  • Our role may require some travel via automobile or airplane, up to 10% of time.

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

Posted: 2021-04-15 Expires: 2021-05-14
Sponsored by:
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Product Support Engineer

F5 Networks, Inc
Chertsey, England KT16 9

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