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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.- Distributed Cloud Support Engineer I- What will you do?- Fix reported issues and advocate for the customer.Issue reproduction and concise documentation of solutions provided through technical notes, case studies and knowledge base articles.-- Critical issue management and customer assurance when handling reported issues.-- Coordinate fixes by engineering or Site Reliability Engineers (SREs) when required and relay appropriate information to our partners and customers.-- Provide recommendations on how to improve supportability, reliability, availability, and serviceability based on lessons learned through issue resolution.-- Training and enabling our service partners to ensure that they can sufficiently support customer issues.- How do you qualify?- 2 or more years of experience working in an operations environment.-- Background in customer service/support and IT, network, or IT security incident management.-- IT Security or IT Operations experience with corporate customers in production environments.-- Experience driving efficiencies, handling growth, and delivering results.-- Good understanding of IT, Network, or IT SOC best practices and a real passion for continuous improvement.- Advantageous to have:- Understanding of Networking and Layer 7 Protocols.-- Familiarity with Container technologies (Docker and Kubernetes).-- Knowledge of Data Representation types (XML, JSON and YAML).-- Public cloud experience with Amazon Web Services (AWS), Google Cloud Platform (GCP) and/or Microsoft Azure is preferred.-- Security product/solutions experience (Firewalls, WAFs, DDoS) is preferred.-- Strong troubleshooting skills, independent and collaborative.-- Approachable disposition and steadfast in delivering.-- Ability to prioritize and multitask when leading sophisticated technical issues.-- Phenomenal communicator with English-- Understanding of routing and switching technologies.-- Ability to read different scripting and automation (Python, Shell and Ansible).-- Experience with Virtualization technologies.-- Bachelor’s degree in Engineering or equivalent practical experience.Physical Demands and Work Environment- This role requires availability outside normal business hours to align with the distributed team or to respond to critical security events.-- Some travel may be required (less than 10%).Equal Employment Opportunity.
