Cloud Support Engineer – Early Morning Shift

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Akamai Technologies

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🔒 Cybersecurity

💰 Post-IPO Equity on 2001-07

Cloud Computing • Cybersecurity • Content Delivery

Akamai Technologies is a leading cloud services provider that specializes in delivering security, cloud computing, and content delivery solutions. It offers a range of services such as API security, DDoS protection, and performance optimization for web applications, ensuring secure and reliable user experiences. With a robust global infrastructure, Akamai empowers businesses to streamline their digital presence while safeguarding against various cyber threats and enhancing application performance.

📋 Description

• Acting as the technical escalation point for mission-critical production customers. • Investigating complex issues escalated from Core Support through to resolution. • Collaborating with Site Reliability Engineering and Product teams to determine the best course of action for specific customer issues. • Working with our Incident team to address emerging issues with our platform and services. • Creating training, documentation, and knowledge-sharing sessions informed by patterns discovered during escalated investigations. • Facilitating mentorship sessions with the existing Customer Support team to help build their technical and troubleshooting skills.

🎯 Requirements

• Bring 2-4 years of experience in a technical role or 2+ experience directly with a major cloud hosting provider. • Have experience working directly with customers in person and via written communication in a technical support engineer capacity. • Demonstrate excellent collaboration abilities and uphold a customer-focused approach in resolving issues, emphasizing effort reduction, ownership, and team communication. • Provide consistent feedback to peers and other teams. Exhibit advanced troubleshooting skills in networking, DNS, firewalls, Linux, Kubernetes, APIs, object storage. • Manage AI infrastructures, operate AI systems, utilize AI storage solutions like VAST, and resolve issues within Cloud Computing products and infrastructure. • Communicate professionally with customers, collaborate with internal stakeholders, and utilize observability tools to analyze and resolve customer-impacting issues.

🏖️ 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.