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.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.What will you do? The Enterprise Account Engineer (EAE) provides remote technical assistance on F5 products and fosters strong technical relationships with their assigned Premium Plus customers, focused on NGINX technologies.While you primarily support out NGINX customers, you will also provide assistance to other internal and external customers and F5 partners as requested.You will 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, such as NGINX, or equivalent technologies. You are a technical resource for less experienced engineers and contribute to the overall success of their support team.Main actionsActs as primary technical contact for NGINX customers and other assigned Premium Plus customersProvides proactive knowledge transfer during weekly open case review calls and as needed for assigned customersPartners with Premium Plus Service Delivery Managers 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 productsProactively and effectively communicates status, plan-of-action, and resolution of issuesMaintains high schedule adherence availability for Premium Plus CustomersParticipates in on-going training with NGINX and F5 productsAvailable on call (after hours) for Premium Plus customer’s planned maintenance window as needed and determined with SDM partnershipSecondary ResponsibilitiesEffectively partners with designated ENE and manages case escalations to tier 3 (Engineering Services) while maintaining customer communicationPerforms config reviews for NGINX 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 NGINX best practicesMentoring 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 requiredHow do you qualify?Hold a BS in Computer Sciences (or related degree) or showcase equivalent experienceShowcase at least 8 years of relevant work experience as a Network Engineer or similar job function, preferably with experience configuring, setting up and troubleshooting NGINXKnowledge that you will utilize:Knowledge with proxy servers (eg, NGINX)Knowledge of load balancers, web servers, caching, and web-enabled applications and their associated protocols, e.g., HTTP/2, SSL/TLS, TCP/IP, WebSocket, gRPCKnowledge of Linux or Unix, preferably at a system administrator levelExperience with network troubleshooting using tools like tcpdump or WiresharkStrong working experience with the following:Container platforms (eg. Docker, Kubernetes)Troubleshooting REST APIs (familiar with JSON and YAML)Scripting and/or Automation (eg. Python, NodeJS, Shell scripts, Ansible, Lua)Cloud platforms and infrastructure (eg. AWS/Azure/GCE, Terraform, gsrs)Shell environments (eg. Bash)Knowledge of SELinuxFamiliarity with a wide variety of networking topics.Must be able to read, write and speak English fluently, including technical concepts and terminology. Multiple language skills a plus.Physical 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%)#LI-DC1The 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.The annual U.S. base pay range for this position is: $96,306.00 - $144,460.00F5 maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, geographic locations, and market conditions, as well as to reflect F5’s differing products, industries, and lines of business. The pay range referenced is as of the time of the job posting and is subject to change.You may also be offered incentive compensation, bonus, restricted stock units, and benefits. More details about F5’s benefits can be found at the following link: https://www.f5.com/company/careers/benefits. F5 reserves the right to change or terminate any benefit plan without notice. 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.
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