Product Support Engineer - Remote Eligible

Job Title

Join Akamai's Product Support team for our industry-leading API Security platform.

Address complex technical escalations, perform detailed investigations, and resolve issues in SaaS and cloud-native environments. We seek support engineers capable of managing intricate investigations, navigating uncertainty effectively, and diagnosing problems across diverse system layers.

Role Responsibilities

• Owning complex technical escalations end-to-end, coordinating investigations and resolution across multiple teams and system layers
• Performing deep technical investigations involving SaaS application behavior, APIs, integrations, SQL databases, and containerized/cloud-native environments
• Working through ambiguous, previously undocumented, or pre-runbook issues while contributing improvements back into operational knowledge and troubleshooting documentation
• Collaborating effectively with Engineering, Infrastructure, Customer Success, and other teams during high-impact investigations
• Writing high-quality bug reports, technical documentation, escalation summaries, and improving internal tooling and troubleshooting workflows
• Participating in on-call rotations, including occasional nights, weekends, and select holidays as needed

Qualifications

• Have a Bachelor's Degree in Computer Science/Engineering or High School Diploma in a related subject
• Have significant Tier 3 or senior technical support experience with complex B2B SaaS and cloud-native environments
• Demonstrate the ability to independently investigate and resolve complex technical escalations involving applications, infrastructure, APIs, and data layers
• Show expertise resolving issues in SaaS applications, APIs, integrations, SQL, Linux systems, containerized environments, Kubernetes, and related technologies.
• Demonstrate advanced SQL expertise, including reading and validating relational data, joins, filtering, query troubleshooting, and operating securely in production-adjacent databases.
• Show capability to explore problems outside documented procedures, create innovative solutions, and share operational insights with the team.
• Communicate clearly and effectively across technical and non-technical audiences while balancing customer impact, technical accuracy, and escalation quality

This role engages with a team that supports CST, Meetings and engagement with the team typically take place during these hours. We welcome flexible workers and want applicants to be aware of the job's time zone requirements.

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 to users for instant performance.
• Security: Neutralizing threats before they ever reach your data.
• Content Delivery: Scaling the world's biggest moments without a glitch.
• AI: Enabling our customers to build, secure, and scale AI apps on the world's most distributed cloud platform.

Benefits at Akamai: We support your health, well-being, finances, and life beyond work. See our benefits.

Akamai's FlexBase program is yet another way we show our commitment to providing employees with an exceptional workplace experience. It's not about telling employees where to work; it's about supporting employees to do their best work. We trust our incredible employees to work in ways that suit them best: at home, in an office, or a combination of both.