Senior Cloud Support Engineer - Compute - Remote Eligible

Join Our Compute Support Team

Are you passionate about providing exceptional customer support? Do you enjoy troubleshooting and resolving technical challenges in cloud computing (Linode)? Join our Compute Support team!

We handle complex Customer Support issues and share insights with the Compute Support Management, Sales, and Product teams. Our focus is on continuously enhancing our technical skills to deliver an effortless and industry-leading Support experience for our customers.

Partner with the best

Providing frontline support to enterprise customers. Working in synergy with Teir 2 Support, NOCC (Network Operations Command Center), and CREACT (Compute Reliability Engineering allows us to provide comprehensive resolution to complex customer problems. Your responsibilities will include managing customer support issues (tickets), identifying and implementing best practices, refining troubleshooting approaches, and improving operational efficiency.

As a Cloud Support Engineer, you will:

• Supporting Customers Assist customers via phone, email, and chat in Japanese and English, addressing technical inquiries.
• Troubleshooting Utilize diagnostic tools to resolve cloud computing and software inquiries, as the subject matter expert for the support team.
• Owning Incident Response Lead incident response efforts, develop Root Cause Analyses, and prevent issue recurrence.
• Collaborating Cross-Functionally Work with SRE, Product teams, and other support tiers for timely issue resolution.
• Educating and Empowering Customers Share best practices and recommendations to optimize Akamai Compute usage.
• Educating and Empowering Colleagues Provide feedback to enhance service quality and team performance

Do what you love

To be successful in this role you will:

• Have experience working directly with customers in a technical support engineer capacity.
• Able to communicate in Fluent Japanese and Business English to support a diverse customer base.
• Exhibit great collaboration skills and maintain a customer-first approach in issue resolution.
• Understand fundamental customer support principles, including customer effort reduction, issue ownership, and intra-team communication.
• Have experience with virtual machines, networking, firewalls, DNS, Linux, cloud computing, distributed storage, APIs, and Kubernetes.
• Have experience troubleshooting networking issues using standard tools like MTR, tcpdump, and nmap.
• Know open-source monitoring tools like Prometheus, Grafana, and Loki. Use them to understand and resolve customer 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.

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!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, gender identity, sexual orientation, race/ethnicity, protected veteran status, disability, or other protected group status.