Manager, Global Support at F5 Networks in Seattle, Washington

Job Description:

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Do you take pride in excellent and quality customer success? Then this could be an exciting opportunity for you. For many of our customers, our Support Centers are the first port of call when facing an IT crisis. In 2017, F5 Networks support centers fielded over 2,600 cases per week and over 130,000 cases annually. This hub of fast and reliable F5 specialist help us keep our customer satisfaction scores consistently above 9.0 (and higher!) out of 10.

We are looking for a Manager of an exciting new position in Global Support.  This Manager will be a vital member of the Network Support Center Leadership Team providing direct supervision and management to Network Support Engineers who will support F5 newest products. In addition, you are responsible for the development of processes to ensure efficient and effective support and solutions to our customers using these new products.   This position is not for the faint of heart as there will be a lot of focus on the success of this area.  You will be the key contact for issues from customers and partner organizations both internal and external to F5. You will also focus your efforts as a Manager, supporting Service Providers.

A successful individual will be required to interact with the customers or with teams outside of Support regarding high profile customer issues that are highly focused throughout F5  and of high impact requiring outstanding issue mitigation and management skills. We would like you to be accountable for operational results, in particular, the customer satisfaction and their happiness in our services. The satisfaction ratings are one of a number of top quality objectives that drive the success and continuous improvement within this role. You will work together with multiple Global Support Center locations requiring leadership skills to address both immediate operational actions and strategic teamwork in line with F5 policies and quality management system.

Additionally we are looking for a Manager who has experience in expanding services within a support organization. F5s recent acquisition of NGINX requires a new approach to support services. We are looking for an individual with entrepreneurial spirit, DevOps understanding, and program design skills.

The role that presents itself is needing a go-getter, entrepreneurial, self-starter who has the ability to work independently, create processes, and think of support beyond our existing means as the way of the future

• Change Management skills




• Outgoing personality as this will require much networking




• Critical Thinking




• Defining needs




• Agile and swarming experience




• Contribution and leading participation in a Knowledge Management System as a manager of a service team




• Ability to develop a new team and processes from scratch




• Understanding of new technologies beyond the legacy systems of F5




• Ideation and Leadership




• Handle stress and understand a sense of urgency




• Solve beyond the existing scope




• Be able to problem solve without all the answers in front of you




• Be technical enough to assist Engineers and Technical Sales with questions

What will you do?

• Your management duties include the supervision of exempt and/or nonexempt level staff. This includes but is not limited to, conducting performance evaluations, approving paid time-off (PTO), assigning or delegating work, providing on-the-job training, giving mentorship to staff, conducting performance improvement plans, taking disciplinary action, and interviewing potential candidates for open positions




• Manage in office and remote employees




• You will lead the customer interactions by coordinating communication internally and externally and directing issues to resolution




• We expect your team to ensure high customer satisfaction on all support related interactions by leading the team to the processes and standards outlined in F5's quality management system




• We want an individual that will be creative and proactive as you will need to contribute to process and infrastructure improvement




• You may be asked to perform other duties as assigned

Bring these skills with you:

• We highly seek someone with a proven track record in managing and developing employees




• You will build and fosters an inclusive, collaborative, integrated team by soliciting feedback and encouraging open communication




• Someone who thrives in a dynamic, matrix-managed environment across local, regional, and global offices




• A knowledgeable individual who has the experience of common support center metrics




• Someone who has led and developed teams to key performance indicators as well as a strong focus on customer satisfaction




• We prefer that you have experience with case management ticketing systems and workforce management programs




• Experience handling advanced enterprise customer situations relating to support and system availability




• You should have the capability to relay complex technical issues to a wide range of audience




• You should be able to work in a highly-collaborative team environment

What's required of me?

• You bring 5+ years' experience in a customer service role; with at least 3 years in people management




• You have a BS/BA Computer Science or Business Administration or a related field or equivalent work experience




• Ideal if you hold past experience in a technical support role




• It would be awesome if your experience included managing engineers




• Sometimes, we might need you to be on call and have you work outside our normal hours (evenings and weekends). You may be asked to travel 5-10% of the time




• The job requires the ability to lift up to 50 lbs

#LI-DC1

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 Yello/Workday (ending with f5.com or @myworkday.com).

Equal Employment Opportunity

It is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. Reasonable accommodation is available for qualified individuals with disabilities, upon request.