People Matter

NGINX Enterprise Account Engineer

Volterra

Volterra

Posted on Thursday, October 12, 2023

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. EAEs also provide assistance to other internal and external customers and F5 partners as requested. 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 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 or equivalent technologies. They are a technical resource for less experienced engineers and contribute to the overall success of their support team.

Main actions

  • Acts as primary technical contact for assigned Premium Plus customers

  • Provides proactive knowledge transfer during weekly open case review calls and as needed for assigned customers

  • Partners with Premium Plus SDM to ensure consistent support experience and messaging from the F5 Service Delivery Organization

  • Provides expert level technical expertise to troubleshoot and resolve hardware and software issues on F5 products

  • Proactively and effectively communicates status, plan-of-action, and resolution of issues

  • Maintains high schedule adherence availability for Premium Plus Customers

  • Participates in on-going training with F5 products and related technologies

  • Available on call (after hours) for Premium Plus customer’s planned maintenance window as needed and determined with SDM partnership

Secondary Responsibilities

  • Effectively partners with designated ENE and manages case escalations to tier 3 (Engineering Services) while maintaining customer communication

  • Performs config reviews for P+ customers as requested; involving SDM and/or ES as needed

  • Manages multiple cases and prioritizes based upon customer and business needs

  • Contributes 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 best practices

- Mentoring team members in newer F5 technologies and advanced troubleshooting methods

  • Advanced knowledge of F5 Products and multi-tiered architectures including testing and reproductions

  • Travel to customer sites as needed for Quarterly Business Reviews

  • Travel to customer sites as needed to provide technical assistance

  • Follows standards-based processes defined in F5’s Quality Management System (QMS)

  • Performs additional projects as required

How do you qualify?

  • Hold a BS in Computer Sciences (or related degree) or showcase equivalent experience

  • Showcase at least 8 years of relevant work experience

Knowledge that you will utilize:

  • Knowledge of load balancers, web servers, caching, and web-enabled applications and their associated protocols, e.g., HTTP/2, SSL/TLS, TCP/IP, WebSocket, gRPC

  • Knowledge with proxy servers (eg, NGINX)

  • Knowledge of Linux or Unix, preferably at a system administrator level

  • Experience with network troubleshooting using tools like tcpdump or Wireshark

Strong 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 SELinux

  • Familiarity 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 keyboard

  • Communicate on the telephone via headset

  • Ability to read material on computer monitor

  • Ability to read printed material

  • This role may be required to work outside of core business hours, including early morning, late evening, overnight, weekends, and/or holidays as needed

  • Some travel will be required (5%-10%)

#LI-DC1

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.

The annual U.S. base pay range for this position is: $96,306.00 - $144,460.00

F5 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 Opportunity