Mgr, Technical Support

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.

The Customer Service & Support family group at F5 is responsible for activities related to assisting, supporting, and resolving 
questions for consumers, customers, merchants, and others regarding specific products and services.
F5’s Technical Support Engineering family provides technical support to customers and partners who are diagnosing, 
troubleshooting, repairing, and debugging product issues. They respond to situations as first-line product support to isolate or 
fix problems in malfunctioning equipment or software and report design, reliability and maintenance problems or bugs to 
engineering teams.

TECHNICAL ACUMEN

Works within an ISO certified Quality Management System set of defined procedures to select the best methods amongst several possible 
methods and techniques to build a plan of action. Takes appropriate action in troubleshooting license and customer account issues. Captures customer issue description, severity, and product information to create a case for further troubleshooting. 

CRITICAL REASONING (JUDGMENT, DECISION MAKING, AND PRAGMATISM). Exercises sound judgment based on an ability to incorporate experience, data, priorities, and stakeholder needs, and evaluate potential constraints to arrive at the most beneficial path forward. Consistently exhibits the ability to navigate situations with thought, purpose, and sensibility after adequately contemplating various available courses of action, balancing the trade-offs between immediate and long-term needs. Recognizes that while the effect of a single fix may not always be terribly significant, the accumulative effect over time makes each decision extremely 
valuable.

INITIATIVE & ADAPTABILITY

Does more than is required or expected, not because someone requested it but because it will improve or enhance a product and/or avoid problems. Plans for upcoming problems or opportunities and takes actions accordingly. Applies original thinking to improve processes, methods, systems, or services. Deals well with ambiguities, focusing on evaluating a situation, identifying what is and is not a priority, and moving toward the most logical outcome.

PARTNERSHIP

Recognizes collaboration fosters the most effective exchange of ideas and talent, facilitating open dialogues with a wide variety of contributors and stakeholders, building partnerships, leveraging skillsets, and sharing knowledge to achieve a common goal. Creates alignment through mutual accountability, transparent communications, and the application of change management principles. 

COMMUNICATION AND COLLABORATION

Conveys information, vision, and strategy in an accurate and timely manner, adjusting to ensure understanding based on the audience. Actively listens; seeks to understand rather than respond. Proactively solicits and values diverse perspectives, ideas, and opinions.

Responsibilities

• Leads, develops, and guides other product support professionals on the team and support their career growth.
• Takes ownership and accountability of larger customers for service requests that are escalated. Ensures customer concerns are addressed and service requests progress to successful resolutions with a high degree of customer satisfaction.
• Receives objective-based assignments and uses knowledge in F5 product and services to provide high-quality technical product support and to determine resources to meet schedules and goals. 
• Implements strategic direction on large scale business problems by engaging broadly across F5 to understand customer and business problems, identify gaps, and provide guidance by prioritizing business opportunities that improve customer experience, specifically in the area of product support.
• Synthesizes and feeds back business challenges from multiple business domains into delivery plans on how to address leveraging product support.
• Provides direction to team members, managing customer interactions, maintaining high customer satisfaction ratings of their team and the support center, managing F5 Support Service’s Top Quality Objectives and contributing to process improvements. Interacts with internal and external F5 customers on high profile and critical business impacting events; managing resources, providing appropriate executive/team updates, and ensuring global coverage are essential skills for success.
• Interacts frequently with product support professionals and learn and partner with other F5 teams. Partner with Escalation Managers, and Customer Experience.

Attributes

• Guides by function practices and well-defined management precedents.
• Advanced understanding of business lines and a growing understanding of the overall company and the competitive environment.
• Erroneous decisions or failure to achieve results will add to costs and may have short-term impact.
• Knowledge of common support center metrics and ability to manage teams to KPIs.
• Knowledge of Networking, Systems, Cloud, DevOps, and other technical concepts to provide technical product support.
• Strong ability to communicate basic concepts and exchange ideas and content relating to F5 solutions.
• Excellent customer service skills. Able to effectively relay technical information to customers of varying skills.

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 [email protected].