Application Support Engineer

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.Do you take pride in solving technical problems and providing excellent customer service?Our hardworking engineers assist many of the top companies across the globe in a variety of industries, on infrastructure that is vital to their business operations. There are many opportunities to specialize in F5’s diverse catalogue of solutions and become domain specialists in multiple fields. This role opens the door to senior support positions and other career choices at F5. The customer handling skills, combined with the high level of technical expertise this role will teach ASEs are in high demand at F5 and throughout the industry. Our Opportunity:We are seeking a dynamic Application Support Engineer, who prides themself as a credible and knowledgeable Enterprise level Support professional. Our ASE team provides remote Technical Support on F5 products to our external customers and partners. An ASE balances multiple active cases which are diverse in scope. An ASE exhibits deep technical competence, analysing data and utilizing a number of troubleshooting tools and approaches to provide effective resolutions to customer’s issues. ASEs maintain effective ongoing communication with our customers and accept ownership of issues until a resolution is delivered. Day to Day:Provides Level 1 and Level 2 technical support to resolve hardware and software issues our technologiesEffectively communicates status, plan-of-actions, and resolution steps for an issueProvides consistently high-quality support experienceWhere necessary, works with tier 3 (Engineering Services) while maintaining customer communication.Builds strong working relationships with peers, Escalation Engineers, and Managers, or other related F5 departments.Writing solution articles to maintain our knowledge base on current issues.Prioritises multiple cases and prioritizes based upon customer and business needsFollows standards-based processes defined in our Quality Management System (QMS)Participates in training with our products and related technologiesWhat You Will Bring:Support experience with enterprise-level corporate customers in production environments with related technologiesHands on technical experience with LAN/WAN operationsUnderstanding and hands-on experience in Routing & SwitchingUnderstanding of TCP/IP protocols and the OSI modelKnowledge of DNS protocol/BINDHands-on technical experience preferred with LAN/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. The potential for exposure to Network Security (e.g. Web Application Security, AAA, VPN, DDoS, Malware, Application Firewalls, etc)Analytical problem solver with good attention to detailMust be able to read, write and speak English fluently, including technical concepts and terminology. Multiple language skills a plusShould be able to relay technical information to customers with varying skill levels.Experience with F5 products is helpful but not required.Would be excellent if you have:Intermediate knowledge of Windows Server Administration and troubleshooting utilitiesIntermediate knowledge of authentication protocols - Kerberos, Active Directory, Radius, LDAP, RSA, and server-based SSLExperience with HTTP Basic Authentication, Forms-based Authentication, etcFamiliarity with SAMLKnowledge of SNMPSolid understanding of HTML and web design standardsExperience with common network troubleshooting tools for SSL/VPN solutions such as HTTPWatch and ssldumpExperience with scripting languages such as JavaScript (JSON/XML), PERL, TCL, ECMAScript, etcIntermediate knowledge of Microsoft Enterprise suite (Exchange, Sharepoint, etc) and Windows Server Administration & Troubleshooting utilities.Intermediate knowledge of Virtual Desktop Infrastructure (VDI) encompassing Citrix Xen architecture (XenApp, XenDesktop, XenServer, StoreFront), VMware View and Microsoft HyperV.In-depth understanding of SSL VPN solutions.Basic knowledge of common encryption and hashing standards#LI-VRThe 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 OpportunityIt 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 accommodations@f5.com.