Product Support Engineer

🕒 May 21

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Akamai Technologies

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🔒 Cybersecurity

🏢 Enterprise

📱 Media

Cybersecurity • Enterprise • Media

Akamai Technologies is a global edge platform and cloud services company that delivers content delivery, edge computing, and security solutions. The company operates one of the world’s largest distributed networks to accelerate and protect web, media, and application traffic, offering products for content delivery, DDoS protection, API and app security, bot management, edge compute (serverless/edge functions), and AI inference at the edge. Akamai also provides enterprise-focused security services (zero trust, identity and access management, secure internet access) and cloud/AI infrastructure tools, and has recently expanded capabilities through acquisitions (for example LayerX) to add browser-based AI usage control.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• We support your health, well-being, finances, and life beyond work. See our benefits. • FlexBase adapts to your job's needs. Akamai's FlexBase program is yet another way we show our commitment to providing employees with an exceptional workplace experience. 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.