Technical Support Engineer resolving customer issues for Orb's usage - based billing platform. Collaborating with Customer Success, Product, and Engineering teams to enhance customer support experience.
About the role
- Technical Support Engineer resolving hardware and software issues related to F5 products. Collaborating with engineering teams and ensuring high-quality customer support for enterprise clients.
Responsibilities
- Providing Level 2 technical support to resolve hardware and software issues related to F5 products.
- Maintaining excellent customer communication, including project status, plan-of-actions, and resolution steps.
- Providing F5 customers and partners with a consistently high-quality support experience.
- Working with our tier three engineering services team to overcome technical challenges.
- Building strong working relationships with peers, partnering with engineers, managers, and related F5 departments.
- Writing and updating solution articles to share technical expertise internally and externally
- Handling multiple cases and prioritizing tasks based on customer and business needs.
- Following standards-based processes (as defined in our Quality Management System).
- Continuing your own professional development through participating in ongoing training on our products and related technologies.
Requirements
- Customer support experience with enterprise-level corporate customers in production environments.
- Hands-on technical experience with LAN/WAN operations (e.g., DNS, Open SSL, Cryptography, virtualization, etc.), Network Protocols, UNIX or Linux (e.g., Redhat) operating systems, as well as VMware or equivalent hypervisors and network hardware.
- Solid grasp of TCP/IP protocols and the OSI model.
- Understanding packet captures using Wireshark
- Knowledge of DNS and HTTP protocol in detail.
- Understanding of SSL/TLS handshake
- Experience of Network Security (e.g., Web Application Security, AAA, VPN, DDoS, Malware, Application Firewalls, etc.).
- Ability to read, write and speak English fluently, including technical concepts and terminology.
- Able to communicate technical information to customers with varying levels of technical knowledge.
- Good analytical problem-solving abilities.
- Attention to detail.
Benefits
- Flexible working hours
- Professional development opportunities
- Equal Employment Opportunity
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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