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.
We are at the heart of modern applications that are enabling digital transformation across the globe. We give the world’s largest businesses, service providers, governments, and consumer brands the ability to securely deliver every app, anywhere—with confidence. We do this by working collaboratively in an innovative environment, helping each other succeed. We take extraordinary pride in being trusted advisers to our customers, offering the best solutions for their interests.
Position Summary
We are seeking a Level 1 NOC Engineer to operate effectively in a fast-paced, service-oriented environment. This role is responsible for monitoring and supporting our cloud-based platform by responding to infrastructure alerts, performing initial troubleshooting, and escalating issues as needed. The engineer will provide real-time incident support, help validate deployments, and ensure customers receive timely and accurate updates during active events.
Do you enjoy collaboration and teamwork? You'll get the chance to establish a partnership with some of the best engineers and security analysts in the industry. Using industry leading security products, the security analysts defend against real-time attacks, analyze industry trends, and develop defenses against a multitude of threats and vulnerabilities. The NOC (Distributed Cloud Response Center) team works in tandem with this team to ensure that new and existing network requirements are met.
You will work directly with customers and collaborate with internal teams to help maintain optimal network performance and consistent uptime. A successful engineer in this role is adaptable, has strong foundational networking skills, and provides clear, efficient, and high-quality support during critical network events.
**This opportunity is located in Guadalajara, Mexico.
What will you do?
Network Operations:
- Take proactive and reactive steps to ensure network uptime for F5 clients.
- Utilize a variety of management tools to monitor network infrastructure, ensuring uptime and optimizing performance.
- Quickly identify and resolve network incidents, employing troubleshooting techniques to address root causes effectively.
- Engage directly with our clients who need additional assistance in configuration and troubleshooting in addition to providing real-time guidance to customers on network configurations.
- Collaborate with cross-functional teams and elevate complex issues as needed for prompt resolution.
- Engage with internal and external stakeholders to ensure seamless incident response and maintenance notification communication.
- Maintain meticulous documentation of network incidents, configurations, and resolutions for future reference in our incident management systems, knowledge base, or ticketing system as required.
- Contribute to ongoing enhancements of network monitoring processes and tools to improve efficiency continuously.
- Earn trusted advisor status internally and externally.
- May take a technical leadership role during network incidents.
- Identify and work with senior engineers on process and procedure improvements.
- Contribute to team knowledge by documenting troubleshooting steps and sharing insights with peers.
- Should act as the informal or technical lead on a shift (depending on scheduling/resources).
- Ensures documented processes and procedures are kept up to date.
Other Responsibilities
- Align with our information security policies and protect information assets from unauthorized access, disclosure, modification, destruction, or interference.
- Responsible for promptly reporting security events or potential events or other security risks to F5.
- Performs other related duties and projects as assigned.
Knowledge, Skills and Abilities
- Demonstrate a proven track record as a NOC Engineer or in a similar role, preferably within a dynamic environment.
- Have a solid understanding of core networking concepts, including common protocols and basic troubleshooting techniques.
- Have familiarity with a variety of network monitoring tools and technologies.
- Exhibit exceptional problem-solving abilities with a talent for analyzing and troubleshooting complex network issues.
- Understanding of core application layer protocols such as HTTP and DNS, with the ability to incorporate this knowledge into day-to-day monitoring and first-level incident investigation.
- Willingness to learn and apply core Kubernetes concepts, including pods, services, and deployments, to support monitoring and triage tasks.
- Basic knowledge of cloud computing concepts such as SaaS and the ability to apply these principles in day-to-day operations.
- Developing proficiency in continuous network monitoring and proactive issue identification to support stable operations and timely incident response.
- Possess strong written and verbal communication skills in English to ensure effective interaction with team members and stakeholders.
- Demonstrate the ability to work independently as well as collaboratively within a team environment.
- Experience working with Customer Support and Service Management portals, including provisioning, reporting, and configuration.
- Possesses a solid ability to diagnose server or network alerts, events, or issues.
- Ability to gather, interpret and explain log files from a variety of sources.
- Experience providing operational reviews to customers, including historical trends, data analysis, and product or industry updates.
- Understanding of common information architecture frameworks.
- Excellent time management, organizational, and interpersonal skills; an ability to prioritize multiple concurrent tasks and projects with minimal supervision.
- Experience supporting and deploying network infrastructures and supporting corporate customers in production environments.
- Must be able to relay technical information to customers with different levels of technical competence.
- Analytical thinker with solid attention to detail and can work in a fast paced environment.
- Ability to review the work of others critically and provide constructive feedback.
- Experience with F5 hardware, software, and utilities like iRules, iApps, and iControl. a plus.
- Possess industry certifications such as CCNA, CCNP, or equivalent, which are advantageous.
- Experience with scripting languages like Python or Bash is considered a plus.
Required Qualifications
- 0-2+ years’ experience in Network Engineering
- Prior SOC or NOC experience
- Solid background in customer service and incident management
- Ability to excel in a face paced, challenging, operations environment.
- Computer Science and/or graduate degree or equivalent experience
- Ability to communicate technical and operational details fluently in English (written and oral). Multi-lingual a plus.
- Physical Demands and Work Environment
- Duties are performed in an Operations Center environment while sitting at a desk or computer table. Duties require the ability to utilize a computer, communicate over the telephone and read printed material.
- Working in an environment where work hours are scheduled shifts in a full-time position.
- This role may require work outside of core business hours including early morning, late evening, overnight, weekends, and holidays.
- May be required to travel (5%), including possible international travel.
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.
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