Associate Cloud Support Engineer – Chat Process

This is a fully remote position, open to applicants in India.

📋 Description

• Provide technical support for Akamai's Web, Media performance delivery, Security, and Edge Compute services.

• Diagnose and resolve complex technical challenges for accounts across global regions.

• Lead technical investigations on Akamai's Connected Cloud Platform on a worldwide scale.

• Take ownership of customer issues until they are resolved.

• Collaborate with internal teams across various time zones.

• Utilize and maintain the Akamai Knowledge Database.

• Offer suggestions to enhance internal tools and processes.

• Strive to become a subject-matter expert.

• Assist customers remotely via ticketing, email, and online calls.

• Ensure effective communication and precise documentation of all interactions.

⛳️ Requirements

• 6 months to 1.5 years of relevant experience.

• Bachelor’s degree in computer science, engineering, or a related field.

• Experience in a customer-facing business-to-business support position.

• Familiarity with and a clear understanding of TCP/IP, UDP, QUIC, DNS, HTTP, and BGP.

• Experience with Linux, particularly in Bash/Shell command-line environments and application logs.

• Proven experience with programming languages such as Python and Java.

• Familiarity with web technologies including HTML and JavaScript.

• Willingness to work the night shift.

• Capability to troubleshoot and resolve complex technical issues.

• Ability to collaborate across time zones while maintaining accurate documentation.

🏝️ Benefits

• Opportunities for career development through GROW and Mentoring programs.

• Participation in internal events such as the APEX Expo.

• Access to LinkedIn Learning.

• Opportunities to acquire new skills, explore various roles, and try different opportunities.

• 15-minute exploratory call with the Recruiter.