This hybrid role combines the hands-on responsibilities of a Technical Support Engineer within a SaaS (Software as a Service) environment with a growing focus on Site Reliability Engineering (SRE)., Proactive Monitoring & Uptime Assurance

• Monitor key SaaS application metrics, logs, and alerts to proactively identify and prevent service disruptions
• Support a 24/7 operational model to ensure 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
• Partner with customers to understand requirements, troubleshoot effectively, and provide clear, concise communication
• Triage, escalate, and own technical incidents through resolution

Development Team Collaboration

• Analyze metrics, logs, and incident reports to provide actionable insights to engineering teams
• Identify recurring patterns and opportunities for automation and continuous improvement
• Partner cross-functionally to improve platform reliability and performance, * Design and implement automation to streamline incident response and improve system reliability
• Introduce and mature SRE best practices, including enhanced monitoring, alerting, and self-healing capabilities
• Contribute to building scalable, resilient infrastructure to support AI inference workloads

The ideal candidate has a strong technical foundation, thrives in a fast-paced troubleshooting environment, and is passionate about automation and delivering an exceptional customer experience. This role provides the opportunity to run, support, and scale an AI Security Public SaaS platform, operating AI inference workloads at scale., * Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent practical experience)

• 1-3+ years of experience in technical support, systems administration, or a similar role
• Strong understanding of SaaS environments and cloud-based architectures (preferably AWS)
• Proficiency in at least one scripting language (e.g., Python)
• Solid understanding of web technologies (HTTP, REST APIs, JSON, etc.)
• Experience working with ticketing systems
• Strong problem-solving and analytical skills
• Excellent written and verbal communication skills
• Ability to work independently and collaboratively in a team environment
• Willingness to learn new technologies and adapt to evolving requirements, * Experience with monitoring and observability tools (e.g., Prometheus, Grafana)
• Familiarity with configuration management tools (e.g., Terraform)
• Experience working with cloud infrastructure technologies
• Exposure to SRE principles and reliability engineering practices
• Strong understanding of networking fundamentals
• Experience with databases (PostgreSQL), operating systems (Linux), and Kubernetes

LI-ZB1

The annual base pay for this position is: $149,800.00 - $224,600.00

F5 maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, geographic locations, and market conditions, as well as to reflect F5’s differing products, industries, and lines of business. The pay range referenced is as of the time of the job posting and is subject to change.

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.