Distributed Cloud Support Engineer ...

Distributed Cloud Support Engineer I - F5 - Hyderabad, Bengaluru

Are you a highly motivated and customer-focused individual looking to advance your career in a dynamic SaaS environment? F5 is seeking a Distributed Cloud Support Engineer I to join our team in Hyderabad and Bengaluru. This role offers a unique opportunity to bridge the gap between our engineering and customer-facing teams, translating complex technical information into actionable solutions for our valued customers and partners.

In this role, you will be instrumental in ensuring customer success by providing comprehensive support across various channels, including phone, email, Slack, and our web portal. You'll tackle a spectrum of issues, from simple 'how-to' inquiries to in-depth debugging and forensic analysis of critical operational problems. Success in this position hinges on your ability to visualize challenges remotely and your exceptional analytical and troubleshooting acumen. This is a fantastic career growth opportunity within a fast-paced organization.

Key Responsibilities:

• Address reported issues and champion the customer's needs, ensuring their success.
• Collaborate seamlessly with sales and engineering departments to support resellers, service providers, enterprise customers, and end-users through multiple communication platforms.
• Reproduce and meticulously document solutions in technical notes, case studies, and knowledge base articles for wider dissemination.
• Manage critical issues with expertise and maintain customer assurance throughout the resolution process.
• Coordinate issue resolution with engineering or Site Reliability Engineers (SREs) when necessary, effectively communicating updates to partners and customers.
• Provide insightful recommendations for improving supportability, reliability, availability, and serviceability, drawing from lessons learned during issue resolution.
• Train and empower our service partners to ensure they are well-equipped to handle customer inquiries and challenges.

Qualifications:

• A minimum of 2 years of experience in an operations environment.
• A solid background in customer service/support and IT, network, or IT security incident management.
• Proven IT Security or IT Operations experience with corporate customers in production environments.
• Demonstrated experience in driving efficiencies, managing growth, and delivering tangible results.
• A strong understanding of IT, Network, or IT SOC best practices coupled with a genuine passion for continuous improvement.
• Excellent organizational skills and the ability to effectively collaborate with individuals across various business subject areas.

Advantageous Skills:

• Understanding of networking concepts and Layer 7 Protocols.
• Familiarity with containerization technologies such as Docker and Kubernetes.
• Knowledge of data representation formats including XML, JSON, and YAML.
• Experience with public cloud platforms like Amazon Web Services (AWS), Google Cloud Platform (GCP), and/or Microsoft Azure is highly preferred.
• Experience with security products and solutions such as Firewalls, WAFs, and DDoS mitigation is preferred.
• Exceptional troubleshooting skills, with the ability to work independently and collaboratively.
• An approachable demeanor and a steadfast commitment to delivering excellent service.
• Proven ability to prioritize tasks and multitask effectively when managing complex technical issues.
• Outstanding communication skills in English.
• Understanding of routing and switching technologies.
• Proficiency in reading and understanding scripting and automation languages like Python, Shell, and Ansible.
• Experience with virtualization technologies.
• A Bachelor's degree in Engineering or equivalent practical experience.

Work Environment:

• This role requires flexibility to work outside standard business hours to accommodate distributed team schedules or respond to critical security events.
• Occasional travel may be required (less than 10%).