Akamai Technologies, Inc Technical Support Engineer in Cambridge, Massachusetts

Technical Support Engineer

Cambridge, United States

Professional Services

Sep 25, 2018 Post Date

014511 Requisition #

As a Technical Support Engineer you will be an integral member of a team responsible for quickly resolving highly technical, complex issues. Your role will be critical in maintaining the trust of our customers. You will be working directly with our customers’ technical operations teams in defining issues, resolving them, or leading a cross-functional team to drive resolutions. You will actively drive knowledge sharing and knowledge creation and will author customer facing knowledge base articles. Your role will also include feedback and ideas to improve our tools and processes and actively participate within the roll-out.

Responsibilities

  • Work to resolve technical issues related to Akamai’s products and infrastructure as reported by our customers' technical staff.

  • Work independently with our customers' technical teams on both pre- and post- sales technical issues. The investigation of technical issues may involve complex data analysis from Akamai's distributed network and an in-depth examination of the interaction between Akamai and the customer's origin infrastructure.

  • Demonstrate leadership and work independently to resolve complex technical problems, including escalations to our product engineers.

  • Develop methods and best practices for delivering outstanding service, as well as participate in knowledge sharing through the creation of knowledge base articles.

  • Work as a technical resource on engineering bridges on complex issues.

  • Subject Matter Expert of multiple product/services and work with engineering to ensure that new Akamai services can be supported as part of the New Product Introduction (NPI) process.

  • Define, coordinate, and prioritize customer feedback and ideas into engineering requirements for future enhancements to Akamai's services. Work closely with Engineering and Product Management to implement these enhancements.

Required Education and Experience

  • Relevant experience and a Bachelor’s degree Computer Science, MIS, Engineering, another related field.

Required Skills

  • Experience in technical support, engineering, IT, project management or consulting.

  • Experience working handing on with Internet technologies, standards and protocols, including DNS, HTTP/HTTPS, Web architecture and design.

  • Experience working in a Linux or Unix environment.

  • Experience with customer-facing experience or support environment.

Akamai Technologies is an Affirmative Action, Equal Opportunity Employer that values the strength that diversity brings to the workplace. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, race/ethnicity, protected veteran status, disability, or other protected group status.

About Akamai Technologies

Akamai secures and delivers digital experiences for the world's largest companies. Akamai's intelligent edge platform surrounds everything, from the enterprise to the cloud, so customers and their businesses can be fast, smart, and secure. Top brands globally rely on Akamai to help them realize competitive advantage through agile solutions that extend the power of their multi-cloud architectures. Akamai keeps decisions, apps and experiences closer to users than anyone - and attacks and threats far away. Akamai's portfolio of edge security, web and mobile performance, enterprise access and video delivery solutions is supported by unmatches customer service, analytics and 24/7/365 monitoring. To learn how Akamai is shaping the future of digital transformation, visitwww.akamai.comand follow @Akamaijobs onTwitter,Facebook,LinkedInandInstagram.

Akamai is a growing, and evolving, company with offices and operations around the world. As such, we strive to foster inclusive and representative workplaces where all employees are wholly welcome, and enabled to share and benefit from each other’s diverse contributions, as one global team. Our commitment to diversity reaches beyond our corporate offices, to our business partners and suppliers who share the same principles, and whose employees we value as integral to the Akamai business family. Learn more atwww.akamai.com/diversity.

Akamai Technologies is an Affirmative Action, Equal Opportunity Employer. If you'd like more information about EEO rights under United States law, please clickhere.

Akamai Technologies is an Affirmative Action, Equal Opportunity employer that values the strength diversity brings to the workplace. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, race/ethnicity, protected veteran status, disability, or other protected group status.