.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.- The Challenges You Get to Accomplish- Do you take pride in excellent and quality customer success?
Then this could be an exciting opportunity for you.- For many of our customers, our Global Support Centers are the first port of call when facing an IT or networking crisis.
Our support centers field 1000's of cases per week and over hundreds of thousands of cases annually.
This hub of fast and reliable F5 specialist help us keep our customer satisfaction scores consistently above 9.0 (and higher!)
out of 10.- We are seeking a dynamic Network Support Engineer II (NSE II) who prides themselves as a credible and knowledgeable Enterprise Support professional.
You will be providing remote technical assistance on F5 solutions to both internal and external customers and F5 partners.
You'll be handling multiple active cases of diverse scope where analysis of customer network environments and customer specific data requires a review of identifiable factors, arrive at a conclusion which can either be a workaround, restore or resolve the customer's problem with keeping customer's satisfied.
You'll exercise excellent judgment within an ISO certified quality management system set of defined procedures in order to select the best approach among several possible methods and techniques, to build a plan of action and take appropriate action.- The job is located in Guadalajara, Mexico_- Your Day-to-Day-Our ideal teammate would be someone who is creative and independent thinkers as you will receive little day to day instructions on your work, and general instructions on new projects or assignments.
-Demonstrates good judgment to select the best methods and techniques to provide a diverse scope of technical support (Level 1 to Level 3) to resolve problems and hardware and software issues on F5 product and services, based on data analysis of a complex set of customer specific factors.
-Proactively and effectively communicate status, plan-of-action, and resolution of issues based on an ISO Quality Management System defined a set of procedures.
-Provides F5 customers and partners with a consistently high-quality support experience -Participates in ongoing training with F5 products and related technologies -Maintains high schedule adherence (work hours and on-phone time) -Effectively handles case escalations to tier 3 (Engineering Services) while maintaining customer communication, with limited assistance/mentoring from senior support personnel or management -Manages multiple routine cases and prioritizes based on customer and business needs -Collaborate with other Senior Network personnel and build strong working relationships with peers, Escalation Engineers, and Managers, or other related F5 departments