[Hiring] Senior Product Support Engineer @Akamai

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. We're looking for excellent technical staff to create and support core technology to deliver a secure, accelerated experience to enterprise customers.

In this role, you will provide escalation support for security products including our Zero Trust Security platform. You'll focus on cutting-edge services, ensuring application and network performance, reliability, and security for users connecting through Akamai's Zero Trust platform.

• Providing Escalation Support to resolve issues that were unable to bring to resolution by lower support tiers.
• Analyzing software issues and work closely with R&D and PM to prioritize and schedule their fixes.
• Representing the organization as an SME/Technical Lead in internal and external correspondence.
• Managing partners integration and Beta Support.
• Participating in our on-call schedule (~2 occurrences per quarter).

Qualifications

• 8+ years in a technical support position and a bachelor's degree in Computer Science, similar degree or relevant experience.
• 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, TLS/SSL, reverse proxy 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.
• Comfortable working with Linux systems, shell commands, Python scripting, virtualization (VMware, AWS, Azure, Linode) and container-based deployment (Kubernetes or Docker).
• Eligible to obtain a Secret Security Clearance.

Benefits

• Health benefits.
• Financial benefits.
• Family benefits.
• Time at work benefits.
• Time pursuing other endeavors benefits.

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 we keep experiences closer to users and threats farther away.