Product Support Engineer

🕒 January 8

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 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 expertise in all technical components of the API Security platform. • Working remotely to assist Presales and post-sales customers and collaborate with internal teams to resolve issues effectively • Owning the resolution of complex support escalations from multiple stakeholders end-to-end • Deflecting technical escalations from reaching the R&D team • Writing scripts, improving internal tools, and creating processes to support customers and internal stakeholders • Reproducing customer issues, finding workarounds, and writing high quality bug reports and documentation • Working on-call shifts, including nights, weekends, and select holidays, may be required

🎯 Requirements

• Have a Bachelor's Degree in Computer Science/Engineering or High School Diploma in a related subject • Have 4+ years of experience supporting B2B software products, including complex escalations, deployments, and SaaS platforms • Demonstrate capability to collaborate with Engineering and R&D teams to identify and resolve complex technical challenges effectively. • Show expertise in three or more areas: Linux, SQL, Docker, Kubernetes, AWS/Azure, web, APIs, networking, scripting, or related technologies. • Demonstrate expertise in prioritizing customers, ensuring responsiveness, and taking responsibility for delivering exceptional service outcomes. • Clear and effective English communication skills across technical and non-technical audiences.

🏖️ Benefits

• Your health • Your finances • Your family • Your time at work • Your time pursuing other endeavors