F5 Distributed Cloud Support Engineer 

India, Telangana, Hyderabad 

924149551

• Fix reported issues and advocate for the customer.
• Collaborate with sales and engineering teams to provide support to resellers, service provider and enterprise customers, as well as end users via telephone, email,
Slack and the web portal.
• 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.

• 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.
• Strong organizational skills and work well with contacts in various business subject areas.

• 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%).

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 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.