Cloud Support Engineer

Are you passionate about Akamai Compute technologies and services?

Does solving some of the Compute Support team's most difficult challenges interest you?

Join our Compute Product Support Group!

We handle the most complex customer support issues and translate those experiences into knowledge that strengthens our entire Compute Support organization. In this role, you'll partner with Site Reliability Engineering and Product teams when issues require deeper platform investigation or remediation.

Partner with the best

You'll provide technical expertise to resolve cloud-related issues, ensure system reliability, and deliver exceptional support to enhance user satisfaction.

As a Cloud Support Engineer, you will be responsible for:

• Acting as the technical escalation point for mission-critical production customers.

• Investigating complex issues escalated from Support through to resolution.

• Collaborating with Site Reliability Engineering and Product teams to determine the best course of action for specific customer issues.

• Working with our Incident team to address emerging issues with our platform and services.

• Developing training, documentation, and knowledge-sharing sessions based on patterns identified during escalated investigations.

• Facilitating mentorship sessions with the existing Customer Support team to help build their technical and troubleshooting skills.

Do what you love

To be successful in this role you will:

• Have experience working directly with customers in person and via written communication in a technical support engineer capacity.

• Exhibit strong collaboration skills and maintain a customer-first approach in issue resolution.

• Understand fundamental customer support principles, including customer effort reduction, issue ownership, and intrateam communication.

• Be comfortable consistently delivering feedback to peers and members of other teams.

• Possess a working knowledge of networking, DNS, firewalls, Linux administration, cloud infrastructure, Kubernetes, APIs, and object storage.

• Demonstrate the ability to trace issues across various aspects of our Cloud Computing products and infrastructure.

• Demonstrate the ability to communicate professionally with customers and collaborate with internal stakeholders.

• Use observability tools such as Prometheus, Grafana, and Loki to analyze and troubleshoot customer-impacting issues.

Work in a way that works for you

FlexBase, Akamai's Global Flexible Working Program, is based on the principles that are helping us create the best workplace in the world. When our colleagues said that flexible working was important to them, we listened. We also know flexible working is important to many of the incredible people considering joining Akamai. FlexBase, gives 95% of employees the choice to work from their home, their office, or both (in the country advertised). This permanent workplace flexibility program is consistent and fair globally, to help us find incredible talent, virtually anywhere. We are happy to discuss working options for this role and encourage you to speak with your recruiter in more detail when you apply.Learn what makes Akamai a great place to work

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We power and protect life online, by solving the toughest challenges, together.

At Akamai, we're curious, innovative, collaborative and tenacious. We celebrate diversity of thought and we hold an unwavering belief that we can make a meaningful difference. Our teams use their global perspectives to put customers at the forefront of everything they do, so if you are people-centric, you'll thrive here.

Working for you

At Akamai, we will provide you with opportunities to grow, flourish, and achieve great things. Our benefit options are designed to meet your individual needs for today and in the future. We provide benefits surrounding all aspects of your life:

• Your health

• Your finances

• Your family

• Your time at work

• Your time pursuing other endeavors

Our benefit plan options are designed to meet your individual needs and budget, both today and in the future.

About us

Akamai powers and protects life online. Leading companies worldwide choose Akamai to build, deliver, and secure their digital experiences helping billions of people live, work, and play every day. With the world's most distributed compute platform from cloud to edge we make it easy for customers to develop and run applications, while we keep experiences closer to users and threats farther away.

Join us

Are you seeking an opportunity to make a real difference in a company with a global reach and exciting services and clients? Come join us and grow with a team of people who will energize and inspire you!