IN-Support Engineer 2

This role involves assisting in managing network incidents, handling service requests, and supporting root cause analyses. The Support Engineer 2 will collaborate with cross-functional teams on incidents, feature enhancements, and BAU projects. Key responsibilities include supporting F5-LTM, Cisco/Palo Alto Firewalls, Cisco & Arista routing/switching, and Azure networking across private and public datacenters. The role requires technical support for customer incidents, packet capture analysis, vendor coordination, and maintaining SOPs, with a focus on operational efficiency and security principles.

Must Have

• 3-5 years of experience in F5 LTM, Cloudflare WAF, ASA/PALO ALTO/AZURE firewalls, Routing and Switching
• Strong technical knowledge and excellent communication skills
• Ability to manage network incidents and service requests
• Experience with basic packet capture analysis using Wireshark
• Familiarity with Azure technologies including VWAN, Secure VWAN hub, Virtual Networks, NSG, ASG, and NAT Gateways
• Collaborate with cross-functional teams during Major Incident Management

Good to Have

• F5 Certified BIG-IP Administrator (F5-CA)
• Palo Alto Networks Certified Network Security Engineer (PCNSE)
• Basic knowledge of Terraform
• Basic knowledge of GitHub
• Basic knowledge of Ansible
• Basic knowledge of Python
• Basic knowledge of Bash scripting

Scope:

• Core responsibilities include assisting in managing network incidents, handling service requests for prompt resolution, and supporting root cause analyses to implement corrective and preventive measures. As part of the Operations team, you will collaborate with cross-functional teams to address incidents, support feature enhancements, and participate in business-as-usual (BAU) project activities.

Our current technical environment:

• F5 Load Balancer Skills: Basic administration, iRule Development, SSL Management, and Troubleshooting.
• Cloudflare WAF Management: Experience with WAF operations, including log review, rule fine-tuning, and troubleshooting issue.
• Firewall Skills: Basic Cisco ASA Configuration, Palo Alto NGFW Management, VPN Configuration, and Troubleshooting.
• Switching Skills: Basic knowledge of Cisco & Arista Architecture, vPC, MLAG, and Troubleshooting.
• Routing Skills: Basic OSPF & BGP Configuration and Management, Troubleshooting.
• Packet Capture and Analysis Skills: Protocol Analysis, Network Performance Troubleshooting, Traffic Flow Analysis, TCP/IP Troubleshooting.
• Azure Networking Skills: Basic VNet Configuration, Azure VPN Gateway, Azure Virtual WAN, Azure ExpressRoute, Azure Firewall, Azure Network Watcher.

What you’ll do:

• Assist in managing and supporting F5-LTM, Cisco/Palo Alto Firewalls, Cisco & Arista route and switching, and Azure VPN gateway and firewall across private and public datacenters.
• Collaborate with cross-functional teams during Major Incident Management (MIM) to identify root causes and restore services quickly.
• Provide technical support for customer incidents and service requests, ensuring timely troubleshooting and resolution.
• Perform basic packet capture analysis using Wireshark to diagnose and resolve application performance issues.
• Collaborate with other support teams, including Application and Infrastructure, as necessary.
• Coordinate with vendors and technology partners to efficiently resolve hardware and software issues.
• Conduct due diligence for every network change to assess potential business impact and implement precautionary measures.
• Assist in internal root cause analysis (RCA) reviews and provide feedback to improve the quality of RCAs.
• Take ownership of assigned tasks, ensuring timely and effective completion.
• Maintain up-to-date knowledge of Information Security principles and apply them as needed.
• Create and maintain standard operating procedure (SOP) documents for all network implementations.
• Identify and recommend automation opportunities to enhance operational efficiency and minimize human error.
• Generate weekly and monthly reports, offering insights into performance, operational status, and key metrics.

What we are looking for:

• BE/B. Tech or ME/M. Tech or MCA with 3 to 5 years of experience in F5 LTM, Cloudflare WAF, ASA/PALO ALTO/AZURE firewalls, and Routing and Switching.
• Strong technical knowledge, excellent communication skills, and the ability to work effectively within a team are essential for success in this role.
• The ideal candidate will have foundational expertise in managing and troubleshooting F5 load balancers, Cloudflare WAF, Cisco ASA, Palo Alto firewalls, VPN tunnels, and Cisco and Arista routing and switching.
• Familiarity with Azure technologies, including VWAN, Secure VWAN hub, Virtual Networks, NSG, ASG, and NAT Gateways.
• Your responsibilities will include assisting in configuring, maintaining, upgrading, and troubleshooting the Blue Yonder cloud network environment, with a focus on F5-LTM and firewall technologies across both private and public datacenters.
• You will also participate in Major Incident Management (MIM) calls to help identify root causes and restore services.
• Strong technical knowledge, excellent communication skills, and the ability to work effectively within a team are essential for success in this role.

Additional Skills:

• Certification Preferences: F5 Certified BIG-IP Administrator (F5-CA), Palo Alto Networks Certified Network Security Engineer (PCNSE).
• Automation and Scripting: Basic knowledge of Terraform, GitHub, Ansible, Python, or scripting tools like Bash. (ID058)