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Expert Support Engineer

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Blue Yonder

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Location:
Mexico , San Pedro Garza García

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

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.

Job Responsibility:

  • Manage and support F5-LTM, Cisco and Palo Alto firewalls, Cisco and Arista routing and switching, as well as Azure VPN gateway and firewall across both private and public datacenter
  • 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
  • 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
  • Participate in Major Incident Management (MIM) calls to help identify root causes and restore services

Requirements:

  • BE/B. Tech or ME/M. Tech or MCA with 7 to 10 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
  • 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
  • Experience in network automation leveraging Terraform, GitHub, Python, and Ansible

Nice to have:

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

Additional Information:

Job Posted:
January 20, 2026

Employment Type:
Fulltime
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