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 role serves as a critical hybrid position combining the responsibilities of a skilled Technical Support Engineer with Site Reliability Engineering (SRE) principles. The ideal candidate will embrace automation, observability, and operational excellence to ensure the reliability, scalability, and performance of our AI-powered public SaaS platform.
You will operate at the intersection of system optimization and customer success, applying cloud-native technologies and distributed systems methodologies to address challenges at scale. The role provides an opportunity to run, support, and scale an AI Security SaaS platform engineered for running AI inference across distributed architectures. Success in this role entails strong collaboration, a passion for automation, and the ability to proactively improve system reliability while assisting customers with complex technical inquiries.
Key Responsibilities Proactive Monitoring, Performance Optimization, and Incident Management Monitor and measure system behaviors: Ensure Service Level Objectives (SLOs) are being met through observability tools like metrics collection, logging systems, and distributed tracing. Apply proactive data insights to ensure optimal system performance and uptime. 24/7 Support Model: Drive operational excellence to maintain the availability and reliability of SaaS platforms through incident management, root cause resolutions, postmortem authorship, and service restoration processes.
Customer-Centric Incident Resolution Act as the primary point of contact for high-priority technical inquiries and escalations. Troubleshoot and resolve complex customer-facing issues, applying technical acumen to dissect log files, application traces, and system metrics quickly. Identify , triage, and address technical problems, ensuring prompt communication and solution delivery. Automation and Toil Reduction Build and improve automated workflows through Infrastructure as Code ( IaC ) frameworks and scripting (e.g., Terraform, Python).
Advocate for and lead automation initiatives across monitoring, deployment processes, configuration management, and repetitive manual tasks – ensuring greater efficiency and reliability. Collaboration with Development Teams and SRE Evolution Collaborate with cross-functional engineering teams, sharing insights from monitoring systems, metrics, and customer interactions to contribute to improving system design, architecture, and reliability.
Evangelize and introduce SRE principles, methodologies, and best practices (e.g., High Availability frameworks, service mesh, container orchestration). Contribute directly to improving logging, reporting, and alerting capabilities within the SaaS platform. Operational Security & Continuous Improvement Ensure security awareness across operational tasks by integrating security-as-code and configuration management principles into workflows.
Drive continuous service improvement by analyzing patterns of incidents/service disruptions and strategizing immediate and long-term fixes. Qualifications Required Bachelor’s degree in Computer Science , Information Technology, or a related field, or demonstrable equivalent experience. Technical Experience: 1-3+ years in a technical support, system administration, or cloud operations role.
Foundational knowledge of publ