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.

　　Our Employees

　　Are valued and empowered, collaborative and team oriented, innovative in their approach and passionate about their work. They are reliable, trustworthy and open with a high level of integrity. They value diversity, are inclusive and are committed to a global mindset.

　　Position Summary

　　The Enterprise Account Engineer (EAE) provides remote technical assistance on F5 products and fosters strong technical relationships with their assigned Premium Plus customers. EAEs also provide assistance to other internal and external customers and F5 partners as requested. EAEs handle multiple active cases and provide daily customer communication via phone and email. 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. EAEs provide superior communication to our customers, and accept ownership of issues until a resolution is delivered, driving highest level of customer satisfaction. Premium Plus EAEs possess technical experience with a number of F5 products or equivalent technologies. They are a technical resource for less experienced engineers and contribute to the overall success of their support team.

　　Primary Responsibilities

　　Acts as primary technical contact for assigned Premium Plus customersProvides proactive knowledge transfer during weekly open case review calls and as needed for assigned customersPartners with Premium Plus SDM to ensure consistent support experience and messaging from the F5 Service Delivery OrganizationProvides expert level technical expertise to troubleshoot and resolve hardware and software issues on F5 devicesProactively and effectively communicates status, plan-of-action, and resolution of issuesMaintains high schedule adherence availability for Premium Plus CustomersParticipates in on-going training with F5 products and related technologiesAvailable on call (after hours) for Premium Plus customer's planned maintenance window as needed and determined with SDM partnershipSecondary Responsibilities

　　Effectively partners with designated ENE and manages case escalations to tier 3 (Engineering Services) while maintaining customer communicationPerforms code reviews for P+ customers as requested; involving SDM and/or ES as neededManages multiple cases and prioritizes based upon customer and business needsContributes 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- Mentoring team members in newer F5 technologies and advanced troubleshooting methodsAdvanced knowledge of F5 Products and multi-tiered architectures including testing and reproductionsTravel to customer sites as needed for Quarterly Business ReviewsTravel to customer sites as needed to provide technical assistanceFollows standards-based processes defined in F5's Quality Management System (QMS)Performs additional projects as requiredQualifications

　　Preferred 4 to 6 years experience in a technical support role, working with relevant technologiesExperience directly supporting F5 technologies highly desirableCertification on any of the following F5 products; LTM, GTM, ASM, APM, and knowledge of additional F5 technologies (AFM, FP, EM, etc.) a plusTechnical experience with corporate customers in production environments requiredExcellent customer communication and advocacy skillsOn-hands technical experience with LAN/WAN operations, Network protocols, UNIX or Linux Operating Systems, and/or networking hardware requiredUndergraduate Computer Science degree or equivalent work experienceKnowledge, Skills and Abilities

　　Must be very knowledgeable in UNIX and multiple distros of Linux. Red Hat Linux preferredAdvanced understanding of TCP/IP protocols and the OSI modelProficient with Windows OSExpert level knowledge of supported F5 product (LTM and GTM or EM)Demonstrate experience and expert-level knowledge with enterprise architecturesKnowledge of DNS protocol/BINDDemonstrated knowledge of high availability architectures, VLANS and Routing (L2/L3) and TCP/IP requiredAble to work with little to no supervisionProven track record in a team environmentMust be able to show good judgment skills and the ability to put the customer firstMust be a self starter and show initiative with the ability to work past barriersAnalytical thinker with strong attention to detailMust be able to relay technical information to customers and peers with varying skill levelsPhysical Demands and Work Environment

　　Duties are performed in an office environment while sitting at a desk or computer table.

　　Ability to utilize a computer keyboardCommunicate on the telephone via headsetAbility to read material on computer monitorAbility to read printed materialThis role may be required to work outside of core business hours, including early morning, late evening, overnight, weekends, and/or holidays as neededSome travel will be required (5%-10%)F5 Networks is an equal opportunity employer and strongly supports diversity in the workplace.

　　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. F5 offers a variety of reasonable accommodations for candidates. Requesting an accommodation is completely voluntary. F5 will assess the need for accommodations in the application process separately from those that may be needed to perform the job. Request by contacting [email protected].