Senior Product Support Engineer

🕒 March 16

🍂 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

🏢 Enterprise

📱 Media

Cybersecurity • Enterprise • Media

Akamai Technologies is a global edge platform and cloud services company that delivers content delivery, edge computing, and security solutions. The company operates one of the world’s largest distributed networks to accelerate and protect web, media, and application traffic, offering products for content delivery, DDoS protection, API and app security, bot management, edge compute (serverless/edge functions), and AI inference at the edge. Akamai also provides enterprise-focused security services (zero trust, identity and access management, secure internet access) and cloud/AI infrastructure tools, and has recently expanded capabilities through acquisitions (for example LayerX) to add browser-based AI usage control.

📋 Description

• Provide escalation support for security products including our Zero Trust Security platform • Ensure application and network performance, reliability, and security for users connecting through Akamai's Zero Trust platform • Provide Escalation Support to resolve issues that were unable to bring to resolution by lower support tiers • Analyze software issues and work closely with R&D and PM to prioritize and schedule their fixes • Represent the organization as an SME/Technical Lead in internal and external correspondence • Manage partners integration and Beta Support • Participate in our on call schedule (~2 occurrences per quarter)

🎯 Requirements

• 8+ years in a technical support position • Bachelor's degree in Computer Science or similar degree or relevant experience • 8+ years as escalation engineer within L3/L4 support groups for cloud-based solutions • Proficient in troubleshooting issues using 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

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