The Network Support Engineer I/II at Kudelski Security provides remote technical support for F5 products to external customers, handling Level 1 and Level 2 support cases. The role involves troubleshooting hardware and software issues, managing escalations, and maintaining clear communication with customers via phone and email, with an expectation of 5–6 hours of daily phone support.
What You'll Do
- Provides Level 1 and Level 2 technical support to troubleshoot and resolve hardware and software issues on F5 devices.
- Actively collaborates with peers troubleshooting issues.
- Effectively manages case escalations to Tier 3 while maintaining customer communication.
- Proactively and effectively communicates status, plan of action and resolution of issue.
- Participates in on-going training with F5 products and related technologies.
- Work with customers, internal staff, and L3 vendor partners to provide excellent customer service and meet SLA.
- Utilizes various troubleshooting tools, facilities and equipment at Kudelski Security to replicate/solve customer issues: VMWare, httpwatch, Wireshark, etc.
- Sets customer expectations as necessary, and accepts ownership of customer issues until a solution is achieved providing complete customer satisfaction.
- Work with customers at varying levels of experience or technical capability under varying time constraints. Able to communicate highly technical information to technical and non-technical audience.
- Utilizes an Issue Ticket tracking software to capture each request.
- Provide exceptional customer service to all callers.
- Normal work hours with evenings and weekends on a rotating basis.
- Performs additional projects and other related duties as required or assigned.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
What We're Looking For
- Must be located in one of the following geographic areas: Atlanta, GA; Minneapolis, MN; or Phoenix, AZ.
Technical Stack
- F5
- VMWare
- httpwatch
- Wireshark
Work Mode
Onsite position requiring presence in one of the following locations: Atlanta, GA; Minneapolis, MN; or Phoenix, AZ. Rotating evenings and weekends required; normal work hours otherwise.