Product Support Engineer

🔥 2 hours ago

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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

• Providing Tier 3 escalation support by analyzing, troubleshooting, and resolving complex technical issues across Akamai Zero Trust Platform. • Resolving issues that were unable to be brought to resolution by lower support tiers. • Developing scripts and delivering custom solutions and workarounds to help partners and customers resolve complex technical challenges. • Analyzing product bugs and working closely with R&D and Product Management to prioritize and schedule their fixes. • Providing technical training and developing technical procedures and support documentation. • Providing Pre-Sales and Post-Sales services. • Representing the business unit as a Subject Matter Expert/Technical Lead in internal and external correspondence.

🎯 Requirements

• 5+ years of experience in a technical support escalation role for a cloud-based solution. • Deep experience with the DNS client, server, and protocol, including DNS over HTTP/TLS. • Knowledge and experience working with a variety of authentication schemes, including SAML, Kerberos, NTLM, OIDC, and OAuth2. • Experience working with a variety of on-premise and cloud hypervisors such as VMware, VirtualBox, Nutanix, Hyper-V, AWS, Azure, Docker, and GCE. • Good understanding of HTTP/S and web technologies, with experience in troubleshooting using tools such as Wireshark, browser developer tools, Fiddler, and Kibana. • Knowledge of common Microsoft server technologies such as Active Directory, Remote Desktop Services, and AD FS. • Experience with security products (e.g. Firewall, Secure Web Gateway, Zero Trust Network Solutions), Linux, networking, scripting, and a solid understanding of TCP/IP. • Demonstrated working knowledge of a variety of AI Learning Models.

🏖️ Benefits

• Flexible working hours • Professional development opportunities