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 ENE position will be responsible for F5's highest tier of technical support and have responsibilities for managing escalations and mentoring members of the Network Support Engineering Team (1st and 2nd tier support). The ENE position is the technical interface between the Global Services organization and all other company departments. This position is expected to have complete product knowledge and ability, technical sales ability, and expert, in-depth network engineering knowledge, including design and troubleshooting.

ENEs will spend about 70% of their time doing escalations work and 30% working on other departmental projects. The ENE will approve NSE escalations before sub cases are sent to the Enterprise Network Engineer queue, and ensure cases are responded to in a timely manner. The ENE will identify training needs of NSEs and supply training material to NSE if available. The ENE will track and identify trends in escalations/questions.

This role is based in Tokyo.

Sounds interesting? Read on!

What You’ll Do:

Responsible for upholding F5’s Business Code of Ethics and for promptly reporting violations of the Code or other company policies.
Handle technical issues of any complexity with minimal need for supervision or assistance.
Assist Engineers by verifying network solutions and ensuring that appropriate products and services have been selected to satisfy client requirements.
Provide Top Tier support for the Field Services, Network Support, Consulting, and Training organizations.
Work with Product Development and Product Management to ensure products are implemented in ways that meet customer requirements.
Provide support for the entire F5 product line, and all versions of software code and hardware.
Review, test and create content for F5's technical knowledgebase, AskF5 (tech.f5.com) and iHealth (Heuristics)
Be responsible for all CERT and security release alerts to customer install base while working with product development.
Handle release of Hot Fix (Product HF).
Mentor other F5 technical groups.
Direct interaction with Product Development group on behalf of all external organizations and customers.
Perform other related duties as assigned.

What You’ll Bring:

Bachelor’s degree or higher in computer science or 5 years of work experience.
Should be hands-on and be able to perform the function independently.
Expert technical knowledge of TCP/IP and UNIX, particularly BSD variants.
Demonstrated experience and expert-level knowledge with network devices (routers, switches, etc.), including topics as HTTP protocol and OSI layers.
Expert level knowledge of SSL and DNS.
Familiarity with F5 load balancing and security products like BigIP, ASM and APM.
Experience with Windows networking and network devices i.e. routers, switches etc.
Extensive knowledge of Unix / Linux.
Familiarity with Script language e.g. TCL, Perl and Bash.
Strong interpersonal and presentation skills, both oral and written, with the ability to articulate and educate customers about complex technology in a simple way.
Ability to diffuse complicated technical and political situations with enterprise customers.
Must be able to read, write and speak English & Japanese fluently as this role supports local Japanese customers.
There will be on-call over the weekend to cover 24 hours support globally.

What You’ll Get:

Hybrid working mode
Career growth and development opportunities
Recognitions and Rewards
Employee Assistance Program
Competitive pay, comprehensive benefits, and cool perks
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!

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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 Yello/Workday (ending with f5.com or @myworkday.com).

Equal Employment Opportunity

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