Technical Support Engineer III (CONUS)

F5•Washington, DC

4d•$81,600 - $122,400•Onsite

About The Position

At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation. 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. At F5, you will be a part of our Technical Support Engineering team supporting our Federal customers. We are seeking a seasoned and experienced Enterprise Support professional who provides remote technical assistance on F5 solutions to internal and customers and F5 Partners requiring support engineers that are part of the CONUS program. Our TSE III’s 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. You will aim to keep our Federal customers satisfied. They 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. They receive little day to day instructions on their work, and general instructions on new projects or assignments. Please review and acknowledge: This group of TSE's work on a SHIFT SCHEDULE between 5pm-7pm/PST start time to 4am/PST-6am/PST end time to ensure 24/7 coverage 4x10s schedule, including 1 weekend day You must reside in the Greater Spokane, WA region and be able to commute to our Spokane Valley office location. This is not a remote/hybrid opportunity. Unfortunately, we are not able to provide US work sponsorship for this opportunity at this time This team is exceptionally proficient with several troubleshooting tools and equipment while providing resolutions to cases. They network with senior internal and external personnel and build strong working relationships internally, with their peers, Escalation Engineers, and Managers, or related F5 departments and externally, to customers and partners. Lastly they provide communication to our customers, by phone, email and/or Zoom, and accept ownership of issues until a resolution is delivered, providing high customer satisfaction.

Requirements

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 (e.g., DNS, Open SSL, Cryptography, virtualization, etc.), Network Protocols, TCP/IP, OSI Model, UNIX or Linux (e.g., Redhat) operating systems, VMware or equivalent hypervisors and network hardware preferred.
Potential for exposure to Network Security (e.g., Web Application Security, AAA, VPN, DDoS, Malware, Application Firewalls, etc.)
Proficient with Windows OS
Able to work under limited or none instructions on routine work.
Evidence of building strong internal/external relationships within a team environment.
Experience with a Customer Relationship Management system. Salesforce Service Cloud experience preferred.
Analytical thinker with strong attention to detail
Must be able to read, write and speak English fluently, including technical concepts and terminology. Multiple language skills a plus.
Should be able to effectively relay technical information to customers of varying skill levels, including senior technical customer levels.
5 years’ experience in a professional technical support role or equivalent experience, working with relevant technologies

Nice To Haves

Holding a 2nd Tier Academic Degree (bachelor’s BA/BS, Honors, Graduate Certificate or equivalent) preferred.

Responsibilities

Demonstrates 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.
Proactively and effectively communicates status, plan-of-action, and resolution of issues based on an ISO Quality Management System defined set of procedures.
Provides F5 customers and partners with a consistently high-quality support experience.
Participates in on-going training with F5 products and related technologies.
Maintains high schedule adherence (work hours and on-phone time)
Effectively manages case escalations to tier 3 (Engineering Services) while maintaining customer communication, with limited assistance/mentoring from senior support personnel or management
Manages multiple routine cases and prioritizes based upon customer and business needs
Performs additional projects as required