Sr Product Support Engineer - Networking
Volterra
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.
Overview
The Senior Product Support Engineer is a subject matter expert who leads the resolution of complex technical issues, ensures customer satisfaction, and drives continuous improvement in support processes. This role involves significant cross-functional collaboration and influence to enhance product support capabilities.
Primary Responsibilities
- Lead the resolution of critical escalations and provide expert-level support to customers.
- Work closely with engineering and product teams to identify and resolve systemic issues.
- Mentor and coach junior and mid-level engineers, fostering a culture of learning and excellence.
- Develop and implement best practices for escalation management and problem resolution.
- Contribute to product improvement initiatives based on customer feedback and support trends.
Required Qualifications
- Bachelor’s degree in computer science, Engineering, or related field; advanced degree preferred.
- 8 years of experience in technical support, with a focus on escalation management.
Excellent customer service skills together with experience supporting corporate customers and service providers in production environments.
Key areas of knowledge – Protocols, Linux, Networking, Popular Public Cloud Vendors, containerization, Experience with AI technology.
Thorough understanding and experience with HTTP and web applications and Hands-on technical experience preferred with inter-networking/data center operations.
Network: OSI Model, Network & routing protocols, WAN operations
Security: SSL, Cryptography, Firewall, VPN, DDoS & experience in network security exposure.
Familiarity with Windows, MacOS, working knowledge of UNIX/Linux operating systems and commands
Proficiency in cloud platforms such as AWS, Azure, or Google Cloud.
- In-depth knowledge of F5 products and enterprise-level support processes.
- Proven leadership and mentoring abilities.
- Strong analytical, communication, and project management skills.
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.