Security Consultant

Help AG is looking for an experienced F5 Security Consultant who will be responsible for delivering high-quality technical support and security services to Help AG’s enterprise customers. This role manages and resolves customer support requests with precision, professionalism, and a strong customer-centric approach.

The consultant will handle support cases via email, phone, and ticketing systems, adhering to Help AG’s support workflows, escalation standards, and service quality expectations. The role requires deep expertise in F5 technologies, strong troubleshooting capabilities, and the ability to operate in complex, high-availability environments. Technical excellence, customer satisfaction, and service quality are key success factors.

Responsibilities

• Serve as the primary contact for customer incidents and service requests across email, phone, and ticketing platforms.

• Provide expert operational support for F5 solutions, including BIG-IP (LTM, GTM, ASM, APM, Advanced WAF) and related security and application delivery technologies.

• Continuously monitor and update support tickets, ensuring accurate documentation, time tracking, and SLA compliance.

• Apply escalation procedures effectively and manage both internal and external escalations.

• Communicate proactively with customers regarding ticket status, incidents, and service updates.

• Deliver 24x7 support, including after-hours assistance for critical issues.

• Perform routine system and security health checks to maintain stability and performance.

• Participate in projects, POCs, implementations, and handovers, including the preparation of technical documentation.

• Act as a Resident Engineer when required, providing on-site operational and project support.

• Manage RMA processes and collaborate with vendor support teams, with a strong focus on F5 technologies.

• Contribute to improving internal IT infrastructure, documentation, and operational best practices.

  
  

Qualifications and Skills

• Bachelor’s degree in cybersecurity, information security or IT- related or equivalent experience.

• 4 - 5 years of working experience in support function, cybersecurity based.

• Strong hands-on experience with F5 technologies, including:

• F5 BIG-IP LTM (Local Traffic Manager)

• F5 DNS / GTM

• F5 ASM / Advanced WAF

• F5 APM

• Experience supporting high-availability, mission-critical application environments.

• Solid understanding of application delivery, load balancing, SSL offloading, and web application security.

• Experience with incident troubleshooting, root-cause analysis, and performance optimization on F5 platforms.

• Active F5 BIG-IP LTM certification (301a and 301b) is preferred.

• Higher-level F5 certifications such as F5-CTS (LTM, DNS, ASM/Advanced WAF, APM) or F5-CSE are an added advantage

• Vendor certifications from Palo Alto Networks, Fortinet, Cisco, CyberArk, Proofpoint, Infoblox, or equivalent security technologies are a plus.

• Experience in technologies like Palo Alto Firewall, Fortinet FortiGate Firewall, Fortinet FortiManager, Zscaler (ZIA, ZPA), Broadcom Secure Web Gateway, CyberArk PAM, Ivanti PulseSecure, OPSWAT MetaDefender, Tenable Nessus

• Excellent and accent-free communication skills in English (Arabic an advantage).

• Proper and structured documentation and diagramming.

• Understanding of information security concepts and related technology.

• Strong background and experience in TCP/IP networking of large-scale organizations.

• Outstanding customer engagement and relationship management skills.

• Ability to translate complex technical concepts into customer-friendly language.

• Strong organizational skills with a structured and detail-oriented approach.

• Proactive mindset with the ability to identify improvement opportunities and set personal growth goals.

• Flexible and adaptable working style to meet business and customer needs.

Benefits

• Health insurance with one of the leading global providers for medical insurance.

• Career progression and growth through challenging projects and work.

• Employee engagement and wellness campaigns activities throughout the year.

• Excellent learning and development opportunities.

• Annual flight tickets to home country.

• Inclusive and diverse working environment.

• Flexible/hybrid working environment.

• Open door policy.

About Us

Help AG is the cybersecurity arm of e& enterprise (formerly Etisalat Digital) and provides leading enterprise businesses across the Middle East with strategic consultancy combined with tailored information security solutions and services that address their diverse requirements, enabling them to evolve securely with a competitive edge.

Present in the Middle East since 2004, Help AG was strategically acquired by e& (formerly Etisalat Group) in 2020, hence creating a cybersecurity and digital transformation powerhouse in the region.

Help AG has firmly established itself as the region's trusted IT security advisor by remaining vendor-agnostic, trustworthy, independent, and maintaining its focus on all aspects of cybersecurity.

With best of breed technologies from industry-leading vendor partners, expertly qualified service delivery teams and a state-of-the-art consulting practice, Help AG delivers unmatched value to its customers by strengthening their cyber defenses and safeguarding their business.