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    Network Support Engineer - Seattle, United States - F5 Networks

    F5 Networks
    F5 Networks Seattle, United States

    2 weeks ago

    Default job background
    Description
    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.

    [The Challenges You Get to Accomplish]{.underline}

    Do you take pride in excellent and quality customer service? Then this could be an exciting opportunity for you.


    For many of our customers, our Global Support Centers are the first port of call when facing a technical service or networking crisis.

    F5 support centers field over 2,600+ cases per week and over 130,000+ cases annually.

    This hub of fast and reliable F5 Network Support Engineers help us keep our customer satisfaction scores consistently above 9.0 (and higher) out of 10.


    We are seeking a dynamic Network Support Engineer II (NSE II) who prides themselves as a credible and knowledgeable Enterprise Support professional.

    You will be providing remote technical assistance with F5 solutions to both internal and external customers and F5 partners.


    You'll be handling multiple active cases of diverse scope where analysis of customer network environments and customer specific data requires a review of identifiable factors, arrive at a conclusion which can either be a workaround, restore or resolve the customers problem with keeping customers satisfied.


    You'll exercise excellent judgment within an ISO certified quality management system set of defined procedures in order to select the best approach among several possible methods and techniques, to build a plan of action and take appropriate action.

    [This is a hybrid position located in WA State (Seattle HQ and our Liberty Lake, WA office). Our expectation is to have workers perform from the office 30 days per quarter.]{.underline}

    [Your Day-to-Day]{.underline}


    Our ideal teammate would be someone who is creative and independent thinkers as you will receive little day to day instructions on your work, and general instructions on new projects or assignments.


    Demonstrates good judgment to select the best methods and techniques to provide a 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 a complex set of customer specific factors.


    Proactively and effectively communicate status, plan-of-action, and resolution of issues based on an ISO Quality Management System defined a set of procedures.

    Provides F5 customers and partners with a consistently high-quality support experience

    Participates in ongoing training with F5 products and related technologies

    Maintains high schedule adherence (work hours and on-phone time)

    Effectively handles 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 on customer and business needs


    Collaborate with other Senior Network personnel and build strong working relationships with peers, Escalation Engineers, and Managers, or other related F5 departments.

    Superb communication with our customers, by phone, email and/or Teams and Zoom, and accept ownership of issues until a resolution along with providing high customer s
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