Field Customer Engineer -Traffix Job in Seattle 98119, Washington US
Field Customer Engineer -Traffix
Position Summary
The Field Customer Engineer (FCE) provides both remote and on-site post-sales technical assistance of F5 products to customers and F5 partners. FCE’s primary duty is to handle and solve multiple active cases of diverse technical scope where analysis of data requires evaluation of identifiable factors. FCE’s on occasion also handles post-sales installation of F5 devices in a customer production environment. FCE’s exhibit an attention to detail and strong competence utilizing a number of troubleshooting tools, facilities and equipment in the course of providing resolutions to customer issues. FCE’s also need to provide excellent communication to our customers, and accept ownership of issues until a resolution, and deliver a high degree of customer satisfaction.
Work hours are scheduled in shifts corresponding to forecasted customer activity, and scheduled maintenance windows and outages.
Primary Responsibilities
- Responsible for upholding F5’s Business Code of Ethics and for promptly reporting violations of the Code or other company policies.
- Provide Level 1 through Level 3 remote and on-site technical support to troubleshoot and resolve hardware and software issues on F5 devices
- Secondary: On occasion provide initial installation of F5 devices into customer environments
- Proactively and effectively communicate status, plan-of-action, and resolution of issues
- Provide F5 customers and partners with a consistently high-quality support experience
- Participate in on-going training with F5 products and related technologies
- Effectively manage case escalations to engineering teams while maintaining customer communication
- Manage multiple cases and prioritize them based upon customer and business needs
- Follow standards-based processes defined in F5’s Quality Management System (QMS)
- Being flexible in work hours and being able to work effectively on-site at customer’s locations
- Perform other related duties as assigned.
Knowledge, Skills, and Abilities
- Support experience with corporate customers in production environments preferred
- In depth, admin level, knowledge of Linux/UNIX (RHEL, CENTOS, SUSE, Solaris)
- Knowledge of scripting in one of the following languages: Bash, Perl, Java script
- CCNP, CCIE, or mid to high level systems administration/security certifications
- Knowledge in at least one of the following web and application servers (Apache, Tomcat, WebLogic)
- Knowledge of SQL and databases (Oracle, MySQL MSSQL)
Qualifications
- Minimum 3-4 years’ experience in a technical support role, working with relevant technologies
- BA/BS degree or equivalent experience preferred
- Red Hat Certified Engineer — RHCE – a strong plus
- CCNA (Cisco Certified Network Associate)
Physical Demands and Work Environment
- This role may be required to work outside of core business hours, including early morning, late evening, overnight, weekends, and/or holidays as needed
- Travel may be required (50% ); includes international travel.
Benefits
We provide competitive salaries, a world class benefits package, including 100% of the premium for employee medical, dental and vision insurance, highly subsidized premiums for dependent coverage, 401K match, employees stock purchase plan, 18 days paid time off within the 1st year and 8 paid holidays, life insurance, short long term disability insurance, tuition reimbursement, and much more.