Support Delivery Manager II

🔥 6 minutes 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

• Taking ownership of strategic accounts while acting as a trusted advisor across business and technical domains to drive satisfaction • Owning a data driven approach to inform support, process improvements and increase operational efficiency for our customers • Driving structured escalation management, including clear problem definition, action plans, risk assessment, and executive-level communication • Collaborating with technical and business teams to resolve customer incidents and escalations, ensuring alignment with customer expectations and business objectives • Partnering with Engineering, Product, and Operations to unblock issues and drive sustainable root-cause fixes • Acting as a role model for calm, empathetic, and customer-centric leadership, especially during high-pressure situations

🎯 Requirements

• Have 6+ years of experience in customer support, service delivery, or technical account management roles • Have experience working in account management or customer success in a technical environment or in technical support • Demonstrate excellent experience of analyzing data to identify continuous process improvements for service delivery • Demonstrate excellent understanding of networking, internet protocols (DNS, HTTP, TCP/IP), and core security or compute fundamentals • Demonstrate aptitude for building trusted relationships with customers across various levels • Demonstrate stakeholder management, influence, and cross-functional alignment skills to drive change and ensure successful outcomes. • Demonstrate good written, verbal and presentation skills including communicating complex technical content to a range of audiences • Able to converse and write in Mandarin & spoken Cantonese will be ideal

🏖️ Benefits

• We support your health, well-being, finances, and life beyond work • FlexBase adapts to your job's needs