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.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%).LI-KT1LI-Hybrid1Equal Employment Opportunity.