Senior Product Support Engineer - Remote Eligible

Join Our Global Escalation Team

Are you excited about working with cutting-edge technologies? Would you like to work with our Zero Trust portfolio? Join our Global Escalation Team

As a Senior Product Support Engineer, you will become a key technical contributor within a global expert team responsible for the escalations of Akamai's Enterprise Access and Security Group. We're looking for excellent technical staff to create and support core technology to deliver a secure, accelerated experience to enterprise customers.

Partner with the best

In this role, you will provide escalation support for security products including our Zero Trust Security platform. You will be focusing on cutting-edge services to ensure application and network performance, reliability, and security for users connecting through the Akamai Zero Trust platform.

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

• Providing Escalation Support to resolve issues that were unable to bring to resolution by lower support tiers.
• Analyzing software issues and work closely with R&D and PM to prioritize and schedule their fixes.
• Providing workarounds to mitigate product defects and develop scripts for custom configurations and solutions
• Representing the organization as an SME/Technical Lead in internal and external correspondence
• Managing partners integration and Beta Support
• Participating in our on call schedule (~2 occurrences per quarter).

Do what you love

To be successful in this role you will:

• Have a bachelor's degree in Computer Science, similar degree or relevant experience
• Have 8+ years experience in a technical support position
• Have 8+ years as escalation engineer within L3/L4 support groups for cloud-based solutions
• Be able to troubleshoot issues using tools such as Wireshark, browser developer tools, Fiddler, and log collectors.
• Show understanding of HTTP/S and related web technologies
• Demonstrate experience with DNS and authentication schemes including SAML, Kerberos, NTLM, OIDC, and Oauth2.
• Have understanding of TCP/IP, Linux systems, Networking Products, and Microsoft Server Technologies

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 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.

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.