[Hiring] Senior Product Support Engineer @Akamai Career Site

Role Description

As a Senior Product Support Engineer, you will become a key technical contributor within a global expert team responsible for the escalations of Akamai's Enterprise Access and Security Group.

• Provide escalation support for security products including the Zero Trust Security platform.
• Focus on cutting-edge services to ensure application and network performance, reliability, and security for users connecting through the Akamai Zero Trust platform.
• Provide escalation support to resolve issues that were unable to be resolved by lower support tiers.
• Analyze software issues and work closely with R&D and PM to prioritize and schedule their fixes.
• Provide workarounds to mitigate product defects and develop scripts for custom configurations and solutions.
• Represent the organization as an SME/Technical Lead in internal and external correspondence.
• Manage partners integration and Beta Support.
• Participate in our on-call schedule (~2 occurrences per quarter).

Qualifications

• Bachelor's degree in Computer Science, similar degree, or relevant experience.
• 8+ years experience in a technical support position.
• 8+ years as escalation engineer within L3/L4 support groups for cloud-based solutions.
• Ability to troubleshoot issues using tools such as Wireshark, browser developer tools, Fiddler, and log collectors.
• Understanding of HTTP/S and related web technologies.
• Experience with DNS and authentication schemes including SAML, Kerberos, NTLM, OIDC, and Oauth2.
• Understanding of TCP/IP, Linux systems, Networking Products, and Microsoft Server Technologies.

Benefits

• FlexBase, Akamai's Global Flexible Working Program, allows 95% of employees the choice to work from home, the office, or both.
• Opportunities to grow, flourish, and achieve great things.
• Benefits surrounding health, finances, family, work time, and personal endeavors.

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.