Cloud Support Engineer (French or German speaker)

Would you like to provide customer support for Akamai Web Performance, Media and Security products and services?

Would you like to deliver 30% of the internet worldwide daily?

Join our world class Technical Support team

Our Team strives to be the most trusted support services partner and to keep our customers online businesses up and running. Akamai's Cloud Support Engineers strive to deliver a best-in-class support experience for the world's largest organizations. Our engineers are recognized for their expert knowledge of cutting-edge technology, customer empathy, and staying calm under pressure.

Partner with the best

You will be providing technical support for Akamai's Web and Media performance delivery, as well as Security and Compute services, to our customers. You will be intimately involved in troubleshooting all technical aspects of Akamai's products and services and be critical to our customer relationships. Support is provided remotely, recorded in our ticketing system, email and online interactive calls.

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

• Working as a trusted partner to troubleshoot and mitigate complex technical issues for a given portfolio of large accounts in the EMEA region.
• Leading technical investigations across Akamai's Connected Cloud Platform worldwide
• Owning the customer problems until resolutions and collaborating with internal teams across time zones
• Using and maintaining the Akamai Knowledge Database while utilizing a continuous improvement approach
• Providing feedback into improving our internal tools, procedures and working towards becoming an SME

Do what you love

To be successful in this role you will:

• Have a Bachelor Diploma in Computer Science, Engineering or relevant engineering/science fields or relevant work experience
• Be fluent in spoken and written French or German and English
• Have a relevant experience in technical support in a B2B environment
• Have good knowledge of, and be able to demonstrate understanding of standard internet protocols such as TCP/IP, UDP, DNS, HTTP and relevant troubleshooting tools
• Have experience with Linux specifically in Bash/Shell command line environment covering application logs
• Have knowledge of or demonstrable experience in programming languages (such as Python, Java, etc), also with web technologies such as HTML, JavaScript, etc

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.