Cloud Support Engineer

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

📋 Description

• **Are you interested in providing customer support for Akamai's Web Performance, Media, Security, and Compute products?**

• **Would you like to contribute to delivering 30% of the internet globally each day?**

• **Become a part of our top-tier Technical Support team**

• Our team aims to be the most reliable support services partner, ensuring our customers' online businesses remain operational. Akamai's Cloud Support Engineers are committed to providing a premier support experience for some of the largest organizations worldwide. Our engineers are acknowledged for their advanced knowledge of leading technology, empathy towards customers, and maintaining composure in challenging situations.

• **Collaborate with the best**

• You will provide technical assistance for Akamai's Web, Media performance delivery, Security, and Edge Compute services to esteemed customers. Your responsibilities will include resolving technical challenges, optimizing product usage, and nurturing customer relationships. Support is delivered remotely via a ticketing system, email, and online calls, ensuring effective communication and precise documentation of all interactions.

• As a Cloud Support Engineer, your duties will include:

• - Acting as a trusted partner to diagnose and resolve intricate technical issues for accounts in the US regions.

• - Leading technical inquiries across Akamai's Connected Cloud Platform on a global scale.

• - Taking ownership of customer issues until they are resolved and collaborating with internal teams across different time zones.

• - Utilizing and maintaining the Akamai Knowledge Database while adopting a continuous improvement mindset.

• - Providing input for the enhancement of our internal tools and procedures while working towards becoming a Subject Matter Expert (SME).

• **Pursue your passion**

• To thrive in this position, you will need:

• - 2 to 4 years of experience along with a bachelor's degree in computer science engineering or similar fields.

• - A dedication to delivering outstanding service in a customer-facing role, offering business-to-business support.

• - Familiarity with and a demonstrable understanding of standard internet protocols such as TCP/IP, UDP, QUIC, DNS, HTTP, and BGP.

• - Experience with Linux, particularly within a Bash/Shell command line environment, including application logs.

• - Proven experience in programming languages (such as Python and Java) and web technologies like HTML and JavaScript.

• **Advance your career at Akamai**

• Our capacity to influence digital life today hinges on cultivating exceptional individuals like you—those who can turn the impossible into reality. We are committed to making Akamai an excellent workplace, one where you can learn, grow, and make a significant impact.

• As our company evolves rapidly, it’s crucial that you have the opportunity to develop new skills, explore various roles, and experiment with different opportunities. There are numerous paths to build your career at Akamai, and we aim to support you as much as we can. We offer a variety of development opportunities, including programs like GROW and Mentoring, internal events such as the APEX Expo, and resources like LinkedIn Learning, all intended to help you broaden your knowledge and experience here.

• **Discover more**

• Unsure if this position is the perfect fit for you or want additional information before applying? Schedule a 15-minute exploratory call with the Recruiter, who will be pleased to provide more details.

⛳️ Requirements

• 2 to 4 years of experience along with a bachelor's degree in computer science engineering or relevant fields.

• A passion for delivering excellent service in a customer-facing role providing business-to-business support.

• Knowledge of and demonstrable understanding of standard internet protocols such as TCP/IP, UDP, QUIC, DNS, HTTP, and BGP.

• Experience with Linux, specifically in a Bash/Shell command line environment, including application logs.

• Demonstrable experience in programming languages (such as Python and Java) as well as web technologies like HTML and JavaScript.

🏝️ Benefits

• None specified in the job opening.