Stimulating. Motivating. Challenging.

Location: Phoenix, United States

Mission

The technical support expert will provide remote technical support of F5 products to Kudelski Security’s customers, handling multiple cases of diverse scope, reviewing data to evaluate identifiable factors, and providing daily customer communication via phone and email. 

Responsibilities

• Provide Level 1 and Level 2 technical support to troubleshoot and resolve hardware and software related issues on customer F5 devices. 
• Work with customers, internal staff, and L3 vendor partners to meet SLAs through effective communication of status, plan of action, and resolution of issue. 
• Use various troubleshooting equipment and tools such as labs, VMWare, httpwatch, Wireshark, Fiddler and ihealth to replicate customer issues towards root cause and resolution.  
• Capture each request in the ticket tracking software. 

Requirements / Profile

• Technical Associate’s degree and / or demonstrated ability to perform assigned technical / para-engineering tasks over 5 years of experience. 
• 5-7 years working with supporting F5 in LTM, ASM, AWAF, APM, BIG IQ or GTM.  
• Strong F5 mentor to lead team members toward improving F5 technical skills sets and achieving F5 certifications.  

• Industry certifications in F5 is required. Fortinet, Juniper, Pulse Secure NIGNIX and SHAPE experience is a plus.  
• Knowledge of advanced troubleshooting methodologies. 
• Strong skills in TMSH and Linux/Bash, packet analysis with protocol analyzers such as Wireshark, and HTTP & packet inspection through tools such as Fiddler & HttpWatch. 
• Proficiency with VPN, DHCP, DNS and Load balancing. 
• Working knowledge of F5 in LTM, ASM, AWAF, APM or GTM; SSL/TLS; and TCL, iRules, and regular expressions. 

• Highly professional, customer-oriented team player that can work and successfully communicate with both technical and non-technical people towards resolution.  
• Strong skills in communication (verbal and in writing, with confidence), customer focus, and problem solving. 
• Ability to work flexible hours and on call on a rotating basis covering 24/7 environments. 

 

Why you’ll love it here 

If you are seeking a culture that supports growth, fosters success, and moves the industry forward, then Kudelski is where you need to be! Our rich and successful history with our clients is based on innovation and trust, serving clients of varying sizes and industries, including commercial, government and education. Kudelski remains committed to advocating Diversity, Equity, and Inclusion within our organization and throughout the industry. 

 

With Kudelski, you can expect 

• Immersion in an incredible culture and the vibe of a fast moving and growing organization full of opportunity. 
• Opportunity to work with innovative, talented peers. 

• Creative problem-solving and the ability to tackle unique, complex projects. 
• Competitive compensation with a benefits package that protects you and your loved ones and allows you to pursue career growth with tuition reimbursement. 
• Generous time off for rest, relaxation, and hobbies. 
• Colleagues from across the globe who are interested in helping clients protect their companies so they can focus on fulfilling their mission. 

 

Kudelski Security is an equal opportunity employer. All qualified applicants for employment will be considered without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, status as an individual with a disability, veteran status, or any other basis protected by federal, state, or local law. EEO M / F / D / V 

 

Reference: 12559
Publication Date: 23-03-2022