Director - Technical Support

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.

Our Employees
Are valued and empowered, collaborative and team-oriented, innovative in their approach, and passionate about their work. They are reliable, trustworthy, and open with a high level of integrity. They value diversity, are inclusive, and are committed to a global mindset.

Position Summary
The Director of Global Support -Technical is responsible for leading a high-performing support organization with a strategic focus on forward-looking planning and organizational readiness. This role involves driving the strategic vision for support services, overseeing daily operations, and positioning the organization for growth through integration of additional functions. The Director collaborates with cross-functional teams to enhance operational efficiency and customer satisfaction while preparing the organization for future challenges.

In a dynamic and matrix-managed environment, the Director must effectively lead local and remote teams, communicate priorities, and ensure alignment with company goals.

Responsibilities

• Uphold the company's Business Code of Ethics and promptly report any violations of the Code or other company policies.
• Provide strategic leadership and direction for the Global Support organization, emphasizing long-term vision and growth.
• Identify and address opportunities for innovation and improvement in support processes, tools, and infrastructure.
• Monitor and report on key performance indicators (KPIs) to ensure support objectives align with business goals.
• Lead and mentor a team of managers and senior managers, fostering accountability, collaboration, and continuous learning.
• Prepare for the integration of additional departments and functions, ensuring seamless transitions.
• Manage executive-level customer interactions, coordinating internal and external communication to resolve issues effectively.
• Serve as a strategic liaison with Product Development, Sales, and Engineering teams to address customer and operational needs.
• Ensure high levels of customer satisfaction and operational excellence by adhering to the company’s Quality Management System.
• Supervise exempt and managerial-level staff, including performance evaluations, development plans, work assignments, and hiring.
• Perform other related duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

• Exceptional leadership, organizational, analytical, and communication skills.
• Strategic thinker with a proactive approach to planning and problem-solving.
• Ability to manage effectively in a dynamic, matrix-managed environment.
• Strong focus on customer satisfaction and operational efficiency.
• Experience with case management systems and support center metrics.
• Proven ability to communicate complex issues to diverse audiences.
• Fluent in English, both written and oral.

Qualifications

• 10+ years of Leadership/Management experience in customer service or support roles.
• BA/BS or equivalent experience.
• Experience in technical services roles is a plus.
• Experience in F5 or similar technologies is a plus.

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.

Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Workday (ending with f5.com or @myworkday.com).

Equal Employment Opportunity

It is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination.  F5 offers a variety of reasonable accommodations for candidates. Requesting an accommodation is completely voluntary. F5 will assess the need for accommodations in the application process separately from those that may be needed to perform the job. Request by contacting accommodations@f5.com.