Akamai Technologies, Inc Senior Lead Technical Support Engineer in Santa Clara, California

Senior Lead Technical Support Engineer

Santa Clara, United States

Technical Support

Oct 09, 2018 Post Date

014385 Requisition #

As Team Lead for Akamai Technical Support at Akamai Technologies, you will be responsible for leading the mission critical, technical service and support for the world’s most demanding online customers. You will be responsible for improving processes, optimizing operations, and continuously improving the metrics which reflect an industry leading support experience.

As Team Lead of one of the regional support teams within our Media organization, you will be responsible for managing the escalations and providing the voice of the customer. You will influence the usability of products and drive support-ability into the development process to improve the customer experience.

Responsibilities:

•Provide technical/team leadership and direction to designated Technical Support Organization

•Handle tactical shift operations in a follow the sun model as a global shift lead closely monitoring call/case handling and resolution to ensure timely, accurate and appropriate response to customers by technical support staff and adherence to service level agreements and technical support procedures to ensure delivery of industry leading Standard, NES, Premium support offerings.

•Ensure adequate staffing/ACD coverage during their shift and provide/arrange back-up coverage as needed, work with management team to scope out coverage needs for events and holidays to prevent shift interruptions

•Manage customer escalations of technical and application issues by collaborating with technical staff, Product Support and management team on action plans and directing customer communications. Responds to, takes ownership for, and resolves customer escalations.

•Prime Contact for a limited number of highly visible and strategic Priority/Premium accounts.

•Maintain high customer service satisfaction survey results. Take appropriate actions and develop programs by working closely with the management team to continually raise team performance. Anticipate future needs and goals to improve business metrics which track service quality, effectiveness, and customer satisfaction, continually seek opportunities to deepen customer relationships.

•Provide backlog reviews to ensure cases are being addressed in a timely fashion and provide escalation paths and other relevant recommendations to the technical staff

•Determine training needs and drive mentorship initiatives to ensure adequate training of technical support personnel ensuring technical service effectiveness, customer service skills, technical product and process knowledge. Drive compliance around mandatory trainings for the team.

•Provide feedback to the Sr. Manager on achievement/concerns/gaps for support staff, including annual performance reviews and regular coaching and feedback.

•Be willing to travel to customer sites as necessary to review concerns, gather feedback, conduct trainings and share troubleshooting best practices around Akamai products and services to increase knowledge, adoption and customer experience

•Assist with event planning/preparation/staffing for high-profile customer events

•Participate in the recruitment of new staff as required

About the Team

You will be part of the Global Technical Support Priority Organization supporting our global customers, which include many Fortune 500 corporations. You will be dealing with them on a daily basis as the primary interface in supporting the technical aspects of Akamai network services and applications they use.

Required Education and Experience

Applicants must meet one of the following education and experience requirements

  • 8 years of relevant experience and a Bachelor’s degree in Computer Science or related field

  • 6 years of relevant experience and a Master’s degree in Computer Science or related field

Required Skills

•10 years of extensive experience in supporting enterprise customers in a 24x7 service environment

•10+ years’ experience in the technical support arena of software and services

•5+ years as a Sr. Technical Support Engineer

Desired Skills

•Experience in effectively leveraging CRM systems, knowledge bases, and online self-help tools in an overall support strategy

•In depth knowledge of how the Internet works (HTTP, DNS, TCP/IP)

•Experience working on Unix/Linux environments

•Programming knowledge and experience (Perl/shell scripting or Java preferable)

•Ability to calmly and effectively deal with senior executives within large companies in emergency situations/scenarios

•Superior diplomacy skills and the ability to communicate verbally and in writing in a tactful, professional manner

•Excellent organizational skills and the ability to handle and prioritize multiple tasks

•Strong leadership capabilities and results oriented approach

•Ability to build and maintain a strong team, while motivating and retaining talent

•Team player who enjoys a fast-paced environment

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.