Technical Support Engineer (Network)

F5; Addlestone; On-site; GBP 50,000 - 70,000; Full time

Job summary

F5 is seeking a Technical Support Engineer to join our team, delivering Level 2 support for F5 hardware and software across diverse environments. You will communicate clearly with customers, document actions, and coordinate with engineering to resolve complex issues.

Ideal candidates will have enterprise support experience, TCP/IP and DNS/SSL knowledge, and strong English communication. This role involves ongoing learning and collaboration within a global team.

Qualifications

• Experience with enterprise-level customer support in production environments.
• Hands-on experience with LAN/WAN operations and virtualization.
• Fluent English communication of technical concepts.

Responsibilities

• Provide Level 2 technical support to resolve hardware and software issues related to F5 products.
• Maintain excellent customer communication including project status and resolution steps.
• Collaborate with tier-three engineering services to overcome technical challenges.
• Develop and update solution articles to share expertise internally and externally.
• Prioritize multiple cases based on customer and business needs.

Skills

Customer support

Networking basics

TCP/IP

DNS/HTTP/SSL

English fluency

Tools

VMware

OpenStack

Docker

Kubernetes

Wireshark

Job description

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.

Powering and protecting applications

We empower our customers—the world’s largest enterprises, service providers, financial and educational institutions, government entities, and consumer brands—to create, secure, and operate applications that deliver extraordinary digital experiences.

Overview of EMEA Technical Support Engineer role

Do you enjoy problem-solving? Are you inspired by helping organizations across the globe?

If so, we have just the job for you. Join F5’s team of Network Support Engineers as we accelerate our efforts to power and protect applications of every description and across every conceivable environment.

So, if you've got a curiosity to learn new technologies, a passion for troubleshooting and a desire to work with innovative technology solutions, we'd love to hear from you.

Working as one of our team opens lots of career development opportunities and unlocks a multitude of domains to specialize in.

Your day-to-day activities will include:

• Providing Level 2 technical support to resolve hardware and software issues related to F5 products.
• Maintaining excellent customer communication, including project status, plan-of-actions, and resolution steps.
• Providing F5 customers and partners with a consistently high-quality support experience.
• Working with our tier three engineering services team to overcome technical challenges.
• Building strong working relationships with peers, partnering with engineers, managers, and related F5 departments.
• Writing and updating solution articles to share technical expertise internally and externally
• Handling multiple cases and prioritizing tasks based on customer and business needs.
• Following standards-based processes (as defined in our Quality Management System).
• Continuing your own professional development through participating in ongoing training on our products and related technologies.

The following experience and skills will help you succeed as a Support Engineer at F5:

• Customer support experience with enterprise-level corporate customers in production environments.
• Hands-on technical experience with LAN/WAN operations (e.g., DNS, Open SSL, Cryptography, virtualization, etc.), Network Protocols, UNIX or Linux (e.g., Redhat) operating systems, as well as VMware or equivalent hypervisors and network hardware.
• Solid grasp of TCP/IP protocols and the OSI model.
• Understanding packet captures using Wireshark
• Knowledge of DNS and HTTP protocol in detail.
• Understating of SSL/TLS handshake
• Experience of Network Security (e.g., Web Application Security, AAA, VPN, DDoS, Malware, Application Firewalls, etc.).
• Ability to read, write and speak English fluently, including technical concepts and terminology.
• Able to communicate technical information to customers with varying levels of technical knowledge.
• Good analytical problem-solving abilities.
• Attention to detail.

The following skills are nice to have but if you don't have them, F5 will be happy to help you learn those in time :

• Experience or ability to grow expertise in Public/Private Cloud technologies (Microsoft, AWS, Google), NGINX, Programming/Scripting (JavaScript, Python, BASH, PERL, Node.JS), Containers (OpenStack, Docker, Velcro), Container Orchestration (Kubernetes) and/or Automation (Ansible, Git).
• Fluency in other languages.
• Experience with F5 technologies

Our Culture

Watch this video from our CEO to learn more.

Additional details on our culture can be found here:

https://www.f5.com/company/careers/culture

https://www.f5.com/company/diversity-inclusion

#LI-AK1

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 [e-mail].