Senior Cloud Support Engineer

🕒 June 24

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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. • Developing training, documentation, and knowledge-sharing sessions based on patterns identified during escalated investigations. • Facilitating mentorship sessions with the existing Customer Support team to help build their technical and troubleshooting skills.

🎯 Requirements

• Have relevant experience in a similar Cloud Support role. • Demonstrate experience assisting customers both in person and through written communication, showcasing collaboration abilities and prioritizing customer-focused issue resolution. • Deliver feedback regularly to peers and cross-team members while identifying issues across multiple aspects of Cloud Computing products and infrastructure. • Demonstrate advanced troubleshooting expertise in networking, DNS, firewalls, methodical Linux administration, Kubernetes, APIs, and object storage. • Possess a baseline knowledge of managing AI infrastructures and working with AI operating systems and AI storage solutions like VAST. • Use observability tools such as Prometheus, Grafana, and Loki to analyze and troubleshoot customer-impacting issues.

🏖️ Benefits

• Flexible working hours • Professional development opportunities