Product Support Engineer

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'll focus on cutting-edge
• services, ensuring application and network performance, reliability, and
• security for users connecting through Akamai's Zero Trust platform.
• As a Senior 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.
• * 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 5+ years in a technical support position and have a bachelor's degree in
• Computer Science, similar degree or relevant experience
• * Have 5+ 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, TLS/SSL, reverse proxy 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
• * Be comfortable working with Linux systems, shell commands, Python scripting,
• virtualization (VMware, AWS, Azure, Linode) and container-based deployment
• (Kubernetes or Docker)
• * Be eligible to obtain and Secret Security Clearance
• About us
• 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.
• At Akamai, we don't just support the internet; we power and protect it, because
• behind every great digital experience is a massive hidden challenge. And we're
• the ones who solve it. When millions of people hit play or pay, Akamai ensures
• it just works.

Benefits

at Akamai: We support your health, well-being, finances, and life

beyond work. See our benefits.

[https://www.akamai.com/careers/working-at-akamai? utm_source=akamai&utm_medium=social&utm_campaign=benefits]

FlexBase adapts to your job's needs

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.

Connect with us on social and see what life at Akamai is like!

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Compensation

Akamai is committed to fair and equitable compensation practices. For US based

candidates only - the base salary for this position ranges from $105,400 -

$189,600/year; a candidate’s salary is determined by various factors including,

but not limited to, relevant work experience, skills, certifications and

location.

Compensation

for candidates outside the US will vary. The compensation

package may also include incentive compensation opportunities in the form of

annual bonus or incentives, equity awards and an Employee Stock Purchase Plan

(ESPP). Akamai provides industry-leading benefits including healthcare, 401K

savings plan, company holidays, vacation (in the form of PTO), sick time, family

friendly benefits including parental leave and an employee assistance program

including a focus on mental and financial wellness; Eligibility requirements

apply.