Cloud Support Engineer (SRE Development)

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.

The Role 

This hybrid role combines the immediate responsibilities of a skilled Technical Support Engineer within a SaaS (Software as a Service) environment with an Site Reliability Engineering (SRE) focus. The ideal candidate possesses a strong technical foundation, thrives in a fast-paced troubleshooting environment, and is passionate about automating processes to ensure exceptional customer experience. The successful candidate will have the opportunity to run, support and grow an AI Security Public SaaS platform. Running AI Inference at scale.  

Key Responsibilities 

• Proactive Monitoring and Uptime Assurance: 

• Monitor key SaaS application metrics, logs, and alerts to identify and preempt potential service disruptions. 

• Maintain a 24/7 support model ensuring high availability and performance of the SaaS environment. 

• Customer-Centric Incident Response: 

• Serve as a primary point of contact for technical customer inquiries and issues. 

• Collaborate with customers to understand their needs, troubleshoot problems effectively, and provide clear explanations. 

• Triage, escalate, and own the resolution of technical incidents. 

• Development Team Collaboration: 

• Analyze metrics, logs, and incident reports to provide critical insights to the development team for troubleshooting and continuous improvement. 

• Drive efficiency by identifying patterns and areas for automation. 

• Site Reliability Engineering (SRE) Development: 

• Propose and implement process automation to streamline incident resolution and improve overall system reliability. 

• Introduce SRE concepts and best practices as the team matures, enhancing monitoring, alerting, and self-healing capabilities. 
   

Qualifications 

• Required: 

• Bachelor's degree in Computer Science, Information Technology, or a related field or equivalent experience. 

• [1-3+] years of experience in a technical support or systems administration role. 

• In-depth understanding of SaaS environments and cloud-based architecture (Preferably AWS). 

• Proficiency in a scripting language (e.g., Python) 

• Solid Understanding of web technologies (HTTP, REST APIs, JSON, etc.). 

• Excellent problem-solving, analytical, and communication skills, both written and verbal. 

• Ability to work independently and collaboratively within a team. 

• Willingness to learn new technologies and adapt to changing requirements