Manager, Technical Support

The Customer Service & Support family group at F5 is responsible for activities related to assisting, supporting, and resolving questions for consumers, customers, merchants, and others regarding specific products and services.

F5’s Technical Support Engineering family provides technical support to customers and partners who are diagnosing, troubleshooting, repairing, and debugging product issues. They respond to situations as first-line product support to isolate or fix problems in malfunctioning equipment or software and report design, reliability and maintenance problems or bugs to engineering teams.

Responsibilities

• Leads, develops, and guides other product support professionals on the team and support their career growth.
• Takes ownership and accountability of larger customers for service requests that are escalated.
• Ensures customer concerns are addressed and service requests progress to successful resolutions with a high degree of customer satisfaction.
• Receives objective-based assignments and uses knowledge in F5 product and services to provide high-quality technical product support and to determine resources to meet schedules and goals. 
• Implements strategic direction on large scale business problems by engaging broadly across F5 to understand customer and business problems, identify gaps, and provide guidance by prioritizing business opportunities that improve customer experience, specifically in the area of product support.
• Synthesizes and feeds back business challenges from multiple business domains into delivery plans on how to address leveraging product support.
• Provides direction to team members, managing customer interactions, maintaining high customer satisfaction ratings of their team and the support center, managing F5 Support Service’s Top Quality Objectives and contributing to process improvements. Interacts with internal and external F5 customers on high profile and critical business impacting events; managing resources, providing appropriate executive/team updates, and ensuring global coverage are essential skills for success.
• Interacts frequently with product support professionals and learn and partner with other F5 teams. Partner with Escalation Managers, and Customer Experience.

Requirements

• Guides by function practices and well-defined management precedents.
• Advanced understanding of business lines and a growing understanding of the overall company and the competitive environment.
• Erroneous decisions or failure to achieve results will add to costs and may have short-term impact.
• Knowledge of common support center metrics and ability to manage teams to KPIs.
• Knowledge of Networking, Systems, Cloud, DevOps, and other technical concepts to provide technical product support.
• Strong ability to communicate basic concepts and exchange ideas and content relating to F5 solutions.
• Excellent customer service skills. Able to effectively relay technical information to customers of varying skills.

The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.

Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Workday (ending with f5.com or @myworkday.com).