Senior Product Support Engineer

Are you excited about working with cutting-edge technologies?

Would you like to work with our Zero Trust portfolio?

Join our Global Escalation Team

As a Senior Product Support Engineer, you will become a key technical contributor within a global expert team responsible for the escalations of Akamai's Enterprise Access and Security Group. We're looking for excellent technical staff to create and support core technology to deliver a secure, accelerated experience to enterprise customers.

Partner with the best

In this role, you will provide escalation support for security products including our Zero Trust Security platform. You'll focus on cutting-edge services, ensuring application and network performance, reliability, and security for users connecting through Akamai's Zero Trust platform.

As a Senior Product Support Engineer, you will be responsible for:

• 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).

Do what you love

To be successful in this role you will:

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

About us

At Akamai, we make life better for billions of people, trillions of times a day. Whether you're streaming live events, scrolling social media, watching your favorite series, or managing your savings, we're the engine behind the scenes. We provide the world's most distributed platform from Cloud to Edge to help the giants of the digital world work faster and stay more secure, making the internet a better experience for everyone.

Our focus is simple:

Cloud and Edge: Running apps closer