Cloud Support Engineering Manager (SRE Manager)

At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation. 
 

Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive.

Role Summary 
 

If you have a passion for AI security and have a track record in technical excellence, this is your opportunity to work at the forefront of securing AI runtime, agentic systems and enterprise LLM deployments. You will be working with advanced security models, AI runtime guardrails and red-team capabilities. The cloud doesn’t sleep, and neither does our commitment to uptime. As a Cloud Support Engineering Manager, you aren’t just a "ticket traffic controller." You are a technical leader, a mentor, and a high-stakes problem solver. You will lead a global team of elite Cloud Support Engineers to ensure our global SaaS infrastructure remains resilient and making sure our customers, both SaaS and Self Hosted, feel supported through every deployment, migration, and occasional "why is this 404-ing?" crisis.  

Key Responsibilities 

• Team Leadership & Growth: Hire, mentor, and retain the team. You’ll be responsible for career trajectories, technical upskilling, and maintaining morale during high-pressure outages. 

• Operational Excellence: Define and refine support workflows. You’ll ensure that SLAs (Service Level Agreements) are met without burning out the team. 

• Incident Management: Act as a primary escalation point for "Severity 1" issues. Coordinate between support, backend engineering, and the customer for rapid resolution. 

• Strategic Collaboration: Work closely with Product and Eng teams to provide feedback on recurring technical pain points, turning support data into product improvements. Also working with Solutions Engineers for any Customer related issues. 

• Metrics-Driven Management: Track and report on key performance indicators (KPIs) like CSAT, MTTR, and first-response times. 

Qualifications & Experience 

Required (The Essentials) 

• Experience: 5–7 years in Cloud/Technical Support or SRE, with at least 3 years in a leadership or people-management role. 

• Education: Bachelor’s degree in CS, IT, or equivalent "in-the-trenches" experience. 

• Cloud Mastery: Deep knowledge of at least one major provider (AWS, Azure, or GCP). 

• Technical Stack: * Proficiency in Linux and Kubernetes administration. 

• Strong Networking knowledge (TCP/IP, DNS, Load Balancing, SSL/TLS). 

• Familiarity with at least one scripting language (Python, Bash, or Go). 

• Soft Skills: High empathy, "grace under fire," and the ability to translate "tech-speak" for stakeholders. 
   

Preferred (The "Unicorn" Skills) 

• Infrastructure as Code (IaC): Hands-on experience with Terraform, Pulumi.