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Network Support Engineer II – Japanese
| Company | F5 |
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| Location | Seattle, WA, USA |
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| Salary | $77292 – $115938 |
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| Type | Full-Time |
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| Degrees | Bachelor’s |
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| Experience Level | Senior |
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Requirements
- Must be able to read, write and speak English AND Japanese fluently, including technical concepts and terminology. Multiple language skills a plus.
- Hold a Bachelor’s degree (or equivalent related experience)
- Showcase 5+ years of experience in a professional technical support role or equivalent experience, working with relevant technologies
Responsibilities
- Providing remote technical assistance with F5 solutions to both internal and external customers and F5 partners.
- Handling multiple active cases of diverse scope where analysis of customer network environments and customer specific data requires a review of identifiable factors.
- Exercising excellent judgment within an ISO certified quality management system set of defined procedures to select the best approach among several possible methods and techniques.
- Proactively and effectively communicate status, plan-of-action, and resolution of issues based on an ISO Quality Management System defined a set of procedures.
- Providing F5 customers and partners with a consistently high-quality support experience.
- Participating in ongoing training with F5 products and related technologies.
- Maintaining high schedule adherence (work hours and on-phone time).
- Effectively handling case escalations to tier 3 (Engineering Services) while maintaining customer communication, with limited assistance/mentoring from senior support personnel or management.
- Managing multiple routine cases and prioritizing based on customer and business needs.
- Collaborating with other Senior Network personnel and building strong working relationships with peers, Escalation Engineers, and Managers, or other related F5 departments.
- Superb communication with our customers, by phone, email and/or Teams and Zoom, and accepting ownership of issues until a resolution along with providing high customer satisfaction.
Preferred Qualifications
- Hands-on technical experience preferred with internetworking/data center operations including WAN operations (e.g. DNS, Open SSL, Cryptography, virtualization, etc), Network Protocols, TCP/IP, OSI Model, UNIX or Linux (e.g. Redhat) operating systems, VMware or equivalent hypervisors and network hardware preferred.
- Experience with the main Customer Relationship Management system. Siebel experience preferred.
- Additional consideration for any experience with Public/Private Cloud technologies (Microsoft, AWS, VMware, Google, Rackspace, Oracle), Programming/Scripting (JavaScript, Python, BASH, PERL, Node.JS), Containers (OpenStack, Docker, Velcro), Container Orchestration (Kubernetes) and/or Automation (Ansible, Git).
