Enterprise Account Engineer

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world

**PRIMARY RESPONSIBILITIES**:

- Acts as primary technical contact for assigned Premium Plus customers
- Provides proactive knowledge transfer during weekly open case review calls and as needed for assigned customers
- Partners with Premium Plus SDM to ensure consistent support experience and messaging from the F5 Service Delivery Organization
- Provides expert level technical expertise to troubleshoot and resolve hardware and software issues on F5 devices
- Proactively and effectively communicates status, plan-of-action, and resolution of issues
- Maintains high schedule adherence availability for Premium Plus Customers
- Participates in on-going training with F5 products and related technologies

**SECONDARY RESPONSIBILITIES**:

- Effectively partners with designated ENE and manages case escalations to tier 3 (Engineering Services) while maintaining customer communication
- Performs targeted code reviews (bug scrubs) and MOP reviews for P+ customers as requested; involving Sr EAE, SDM and/or ES as needed
- Manages multiple cases and prioritizes based upon customer and business needs, proactively and effectively communicating status, plan-of-action, and resolution of issues based on an ISO Quality Management System defined set of procedures
- Contributes to the success of the Enhanced Services Team through mentoring and training activities, including:

- Case reviews with newer engineers with a focus on training them in best practices
- Mentoring team members in newer F5 technologies and advanced troubleshooting methods
- Builds and maintains advanced knowledge of F5 Products and multi-tiered architectures including testing and reproductions
- Travel to customer sites as needed for Quarterly Business Reviews
- Travel to customer sites as needed to provide technical assistance
- Share specialist technical knowledge to assigned customers via a variety of methods (e.g brown bag lunch and learn sessions, etc.)
- Conduct NSE technical interviews for hiring new staff
- Performs additional projects as required

**QUALIFICATIONS**:

- 8 years experience in a technical support role or equivalent, working with relevant technologies
- Experience directly supporting F5 technologies highly desirable
- Hands-on advanced level technical experience with at least two F5 products/modules and/or services, or have expert level technical experience with a single F5 product/module and/or service or equivalent technologies, with Certification to 300 level on one or more F5 products a plus
- Technical experience with large corporate customers in production environments required
- On-hands technical experience with LAN/WAN operations, Network protocols, UNIX or Linux Operating Systems, and/or networking hardware required
- 2nd tier academic degree (Bachelors BA/BS, Honors, Graduate Certificate) or equivalent work experience

**KNOWLEDGE, SKILLS AND ABILITIES**:

- Excellent customer service skills together with experience supporting corporate customers and service providers in production environments
- Must be very knowledgeable in UNIX and multiple distros of Linux; Red Hat Linux preferred
- Advanced understanding of TCP/IP protocols and the OSI model
- Proficient with Windows OS
- Demonstrate experience and expert-level knowledge with enterprise architectures
- Knowledge of DNS protocol/BIND
- Advanced exposure to internetworking/data center operations including LAN/WAN operations (e.g. high availability architectures, VLANs and Routing (L2/L3), DNS/BIND, Open SSL, cryptography, virtualization, etc), network protocols, TCP/IP, OSI model, UNIX or Linux operating systems, VMware or equivalent hypervisors and network hardware preferred
- Exposure to or ability to learn network security (e.g. Web Application Security, AAA, VPN, DDoS, Malware, Application Firewalls, etc) is expected
- Comfortable creating and delivering F5 solution oriented content to assigned customers in a technical knowledge-sharing setting
- Experience with a main Customer Relationship Management system; Siebel CRM experience preferred
- Able to work with little to no supervision on complex work
- Proven track record in a team environment
- Must be able to show good judgment skills and the ability to put the customer first
- Must be a self starter and show initiative with the ability to work past barriers
- Analytical thinker with strong attention to detail
- Must be able to relay technical and non-technical information to customers and peers with varying skill levels
- Must be able to demonstrate proficiency reading, writing and speaking English, including technical concepts and terminology; multiple language skills a plus

**PHYSICAL DEMANDS AND WORK ENVIRONMENT**:

- Duties are performed in a normal office environment while sitting at a desk or computer table
- Duties require the ability to utilize a computer, communicate over the telephone or