Enterprise Account 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.Role Overview:The Enterprise Account Engineer provides technical assistance on F5 products and fosters strong technical relationships with assigned Premium Plus customers. EAEs also provide assistance to other internal and external customers and F5 partners as assigned. 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 EAEs 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, delivering the highest level of customer satisfaction. EAEs possess senior-level technical expertise across a number of F5 products or equivalent technologies. They are technical resources for less experienced engineers and contribute to the overall success of their support team.This role will be based in Japan, Tokyo.Sounds interesting? Read on!What You’ll Do: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 partnershipActs 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 partnershipWhat You’ll Bring:Minimum 4 to 6 years’ experience in a technical support role, working with relevant technologies.Certification 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 required.Excellent customer communication and advocacy skillsOn-hands technical experience with LAN/WAN operations, Network protocols, UNIX or Linux Operating Systems, and/or networking hardware required.Must be very knowledgeable in UNIX and multiple distros of Linux. Red Hat Linux preferredExpert level knowledge of supported F5 product (LTM and GTM or EM)Demonstrate experience and expert-level knowledge with enterprise architecturesKnowledge of DNS protocol/BIND and advanced understanding of TCP/IP protocols and the OSI modelDemonstrated knowledge of high availability architectures, VLANS and Routing (L2/L3) and TCP/IP requiredWhat You’ll Get:Hybrid working modeCareer growth and development opportunities  Recognitions and RewardsEmployee Assistance ProgramCompetitive pay, comprehensive benefits, and cool perksCulture of Giving BackDynamic Diversity & Inclusion Interest GroupsApply if you believe your own unique capabilities can contribute to the success of this role and our organization!#LI-BH1The 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.