Product Support Engineer

🕒 Maio 25

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Akamai Technologies

SiteLinkedInTodas as Vagas

5001 - 10000 funcionários

🔒 Cibersegurança

💰 Post-IPO Equity em 2001-07

Cloud Computing • Cybersecurity • Content Delivery

A Akamai Technologies é um provedor líder de serviços em nuvem especializado em oferecer soluções de segurança, computação em nuvem e entrega de conteúdo. A empresa oferece uma gama de serviços, como segurança de API, proteção contra DDoS e otimização de desempenho para aplicativos web, garantindo experiências de usuário seguras e confiáveis. Com uma infraestrutura global robusta, a Akamai capacita empresas a otimizar sua presença digital, protegendo contra diversas ameaças cibernéticas e melhorando o desempenho de aplicativos.

Descrição

• Owning complex technical escalations end-to-end, coordinating investigations and resolution across multiple teams and system layers • Performing deep technical investigations involving SaaS application behavior, APIs, integrations, SQL databases, and containerized/cloud-native environments • Working through ambiguous, previously undocumented, or pre-runbook issues while contributing improvements back into operational knowledge and troubleshooting documentation • Collaborating effectively with Engineering, Infrastructure, Customer Success, and other teams during high-impact investigations • Writing high-quality bug reports, technical documentation, escalation summaries, and improving internal tooling and troubleshooting workflows • Participating in on-call rotations, including occasional nights, weekends, and select holidays as needed

🎯 Requisitos

• Have a Bachelor's Degree in Computer Science/Engineering or High School Diploma in a related subject • Have significant Tier 3 or senior technical support experience with complex B2B SaaS and cloud-native environments • Demonstrate the ability to independently investigate and resolve complex technical escalations involving applications, infrastructure, APIs, and data layers • Show expertise resolving issues in SaaS applications, APIs, integrations, SQL, Linux systems, containerized environments, Kubernetes, and related technologies. • Demonstrate advanced SQL expertise, including reading and validating relational data, joins, filtering, query troubleshooting, and operating securely in production-adjacent databases. • Show capability to explore problems outside documented procedures, create innovative solutions, and share operational insights with the team. • Communicate clearly and effectively across technical and non-technical audiences while balancing customer impact, technical accuracy, and escalation quality.

🏖️ Benefícios

• We support your health, well-being, finances, and life beyond work. • FlexBase adapts to your job's needs • It's not about telling employees where to work; it's about supporting employees to do their best work. • We trust our incredible employees to work in ways that suit them best: at home, in an office, or a combination of both.