Senior Product Support Engineer

🕒 March 17

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

💵 $126.8k - $228.2k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

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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 Escalation Support to resolve issues that were unable to bring to resolution by lower support tiers • Analyzing software issues and work closely with R&D and PM to prioritize and schedule their fixes • Representing the organization as an SME/Technical Lead in internal and external correspondence • Managing partners integration and Beta Support • Participating in our on call schedule (~2 occurrences per quarter)

🎯 Requirements

• 8+ years in a technical support position • Bachelor's degree in Computer Science, similar degree or relevant experience • 8+ years as escalation engineer within L3/L4 support groups for cloud-based solutions • Troubleshoot issues using tools such as Wireshark, browser developer tools, Fiddler, and log collectors • Understanding of HTTP/S, TLS/SSL, reverse proxy and related web technologies • Experience with DNS and authentication schemes including SAML, Kerberos, NTLM, OIDC, and OAuth2 • Understanding of TCP/IP, Linux systems, Networking Products, and Microsoft Server Technologies • Comfortable working with Linux systems, shell commands, Python scripting, virtualization (VMware, AWS, Azure, Linode) and container-based deployment (Kubernetes or Docker) • Eligible to obtain a Secret Security Clearance

🏖️ Benefits

• Healthcare • 401K savings plan • Company holidays • Vacation (in the form of PTO) • Sick time • Family friendly benefits including parental leave • Employee assistance program including a focus on mental and financial wellness