Network Support Engineer Ii (Guadalajara)

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.

Overview

Our General Support Centers are the first port of call when facing an IT or networking crisis. Our support centers field thousands of cases per week and hundreds of thousands annually, helping keep customer satisfaction scores consistently above 9.0 out of 10.

We are seeking a dynamic Network Support Engineer II (NSE II) who provides 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 data requires review of identifiable factors to arrive at a conclusion which can be a workaround, restore, or resolve the customer’s problem while maintaining satisfaction. You will exercise judgment within an ISO certified quality management system to select the best approach and build a plan of action.

The job is located in Guadalajara, Mexico.

Responsibilities

• Demonstrates good judgment to select methods and techniques to provide diverse scope of technical support (Level 1 to Level 3) to resolve problems and hardware and software issues on F5 product and services, based on data analysis of complex customer factors.
• Proactively and effectively communicate status, plan-of-action, and resolution based on an ISO Quality Management System defined procedures.
• Provide F5 customers and partners with a consistently high-quality support experience.
• Participate in ongoing training with F5 products and related technologies.
• Maintain high schedule adherence (work hours and on-phone time).
• Effectively handle case escalations to tier 3 (Engineering Services) with limited mentoring from senior personnel or management.
• Manage multiple routine cases and prioritize based on customer and business needs.
• Collaborate with other Senior Network personnel and build strong working relationships with peers, Escalation Engineers, Managers, and other F5 departments.
• Work hours are scheduled shifts corresponding to forecasted customer activity; weekend work (Saturdays and/or Sundays) may be required.

Qualifications

• As a valued member, you should be proficient with troubleshooting tools and equipment in providing resolutions to cases.
• Your excellent customer service skills with experience supporting corporate customers and service providers in production environments.
• Hands-on technical experience in internetworking/data center operations including WAN operations (e.g., DNS, Open SSL, Cryptography, virtualization), Network Protocols, TCP/IP, OSI Model, UNIX or Linux (e.g., Redhat), VMware or equivalent hypervisors, and network hardware. Exposure to Network Security (e.g., Web Application Security, AAA, VPN, DDoS, Malware, Application Firewalls) is preferred.
• Proficient with Windows OS.
• Independent self-starter who can work under limited or little instruction on routine work.
• Evidence of building strong internal/external partnerships within a team environment.
• Experience with the main Customer Relationship Management system. Siebel experience preferred.
• Analytical thinker with good attention to detail; able to read, write, and speak English fluently, including technical concepts and terminology. Multiple language skills are a plus.
• Ability to effectively relay technical information to customers of varying skill levels, including senior technical customers.
• Education: Hold a Bachelor’s degree (or equivalent related experience).
• Experience: 5+ years in a professional technical support role or equivalent, working with relevant technologies.
• Nice-to-have: experience with Public/Private Cloud technologies (Microsoft, AWS, VMware, Google, Rackspace, Oracle), Programming/Scripting (JavaScript, Python, BASH, PERL, Node.js), Containers (OpenStack, Docker).