[Hiring] Senior Cloud Support Engineer - Compute @Akamai

Role Description

Join our Compute Support team! We handle complex Customer Support issues and share insights with the Compute Support Management, Sales, and Product teams. Our focus is on continuously enhancing our technical skills to deliver an effortless and industry-leading Support experience for our customers.

• Providing frontline support to enterprise customers.
• Working in synergy with Tier 2 Support, NOCC (Network Operations Command Center), and CREACT (Compute Reliability Engineering).
• Managing customer support issues (tickets).
• Identifying and implementing best practices.
• Refining troubleshooting approaches.
• Improving operational efficiency.

As a Cloud Support Engineer, you will:

• Assist customers via phone, email, and chat in Japanese and English, addressing technical inquiries.
• Utilize diagnostic tools to resolve cloud computing and software inquiries, as the subject matter expert for the support team.
• Lead incident response efforts, develop Root Cause Analyses, and prevent issue recurrence.
• Work with SRE, Product teams, and other support tiers for timely issue resolution.
• Share best practices and recommendations to optimize Akamai Compute usage.
• Provide feedback to enhance service quality and team performance.

Qualifications

• Experience working directly with customers in a technical support engineer capacity.
• Able to communicate in Fluent Japanese and Business English to support a diverse customer base.
• Exhibit great collaboration skills and maintain a customer-first approach in issue resolution.
• Understand fundamental customer support principles, including customer effort reduction, issue ownership, and intra-team communication.
• Experience with virtual machines, networking, firewalls, DNS, Linux, cloud computing, distributed storage, APIs, and Kubernetes.
• Experience troubleshooting networking issues using standard tools like MTR, tcpdump, and nmap.
• Knowledge of open-source monitoring tools like Prometheus, Grafana, and Loki.

Benefits

• FlexBase, Akamai's Global Flexible Working Program, allows 95% of employees the choice to work from their home, their office, or both.
• Opportunities to grow, flourish, and achieve great things.
• Benefit options designed to meet individual needs for today and in the future.

Company Description

Akamai powers and protects life online. Leading companies worldwide choose Akamai to build, deliver, and secure their digital experiences, helping billions of people live, work, and play every day.

• With the world's most distributed compute platform from cloud to edge.
• We make it easy for customers to develop and run applications while keeping experiences closer to users and threats farther away.