F5 Networks

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.

職務概要：

テクニカルサポートエンジニアは、エンタープライズサポートの専門家として、お客様やパートナーで発生したトラブルや質問に対して、環境把握とデータ分析を実施し解決策を提供します。

弊社では高い顧客満足を得るために、ISO品質管理システムに認定されているプロセスを定義しており、エンジニアはこのプロセスに従うことで、高品質な解決策をお客様に提供します。また、問い合わせ管理システム・電話・メール・オンライン会議を使用してお客様とのコミュニケーションをはかり、解決策を提供するまで責任をもって対応を行います。

主な業務内容：

• F5製品およびサービスで発生するソフト・ハードの問題について、トラブルシューティングおよび技術サポートを提供する
• ISO品質管理システムで定義されたプロセスに基づき、状況把握・アクションプラン策定および問題解決を積極的かつ効果的に実施し、お客様とのコミュニケーションを図る
• お客様とパートナーに対して、一貫した高品質なサポートを提供する
• F5製品および関連技術に関するトレーニングに参加する
• 上位エンジニアへのエスカレーションを効果的に行う。 また必要に応じてシニアエンジニアやマネージャからの支援を仰ぐ
• 複数の問い合わせに対し、お客様とビジネスニーズに基づく優先順位を付けた対応を実施する

応募要件：

• 5年以上のテクニカルサポートの経験または同等の経験
• 学士または同等の学歴
• 日本語： 母国語レベル、英語： TOEICスコア600点以上または同等の能力 (英語でのトレーニングや海外エンジニアとの読み書きによるコミュニケーションが発生する為)
• F5 201 Certification または同等の能力があれば尚可

Role Overview:

Technical Support Engineer (TSE) is a seasoned and experienced Enterprise Support professional who provides remote technical assistance on F5 solutions to internal and external customers and F5 partners. TESs handle multiple active cases of diverse scope where analysis of customer network environments and customer specific data requires a review of identifiable factors to arrive at a conclusion which can work around, restore or resolve the customer’s problem. TSEs aim to keep customers satisfied. They exercise solid judgment within an ISO certified Quality Management System set of defined procedures in order to select the best methods amongst several possible methods and techniques, to build a plan of action and take appropriate action. TSEs are proficient with a number of troubleshooting tools and equipment in the course of providing resolutions to cases.

• Demonstrates good judgement to select the best methods and techniques to provide a diverse scope of technical support (Level 1 to Level 3) to troubleshoot and resolve hardware and software issues on F5 product and services, based on data analysis of a complex set of customer specific factors.
• Proactively and effectively communicates status, plan-of-action, and resolution of issues based on an ISO Quality Management System defined set of procedures.
• Provides F5 customers and partners with a consistently high-quality support experience
• Participates in on-going training with F5 products and related technologies
• Maintains high schedule adherence (work hours and on-phone time)
• Effectively manages 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 upon customer and business needs
• Performs additional projects as required

What you will bring:

• 5 years' experience in a professional technical support role or equivalent experience, working with relevant technologies
• 2nd Tier Academic Degree (Bachelors BA/BS, Honors, Graduate Certificate or equivalent) preferred.
• Certification to 201 level certification is expected to be achieved at NSE II level in their core module area of expertise. Level 301 certification is preferred but not expected

Skills and Knowledge:

• Excellent customer service skills together with experience supporting corporate customers and service providers in production environments.
• Hands-on technical experience preferred with internetworking/data center operations including 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. Potential for exposure to Network Security (e.g. Web Application Security, AAA, VPN, DDoS, Malware, Application Firewalls, etc.)
• Proficient with Windows OS
• Able to work under limited or little instructions on routine work.
• Evidence of building strong internal/external relationships within a team environment.
• Experience with a main Customer Relationship Management system. Siebel experience preferred.
• Analytical thinker with strong attention to detail
• Must be able to read, write and speak English fluently, including technical concepts and terminology. Multiple language skills a plus.

What You’ll Get:

• Hybrid working mode
• Career growth and development opportunities
• Recognitions and Rewards
• Employee Assistance Program
• Competitive pay and comprehensive benefits
• Culture of Giving Back
• Dynamic Diversity & Inclusion Interest Groups

Apply if you believe your own unique capabilities can contribute to the success of this role and our organization!

#LI-YO

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 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 accommodations@f5.com.