Product Support Engineer

🕒 May 25

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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

• 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. • 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.