Cloud Support Engineer II

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

📋 Description

• Provide essential global technical support for online clients.

• Offer dependable B2B customer assistance through Akamai's chat and email platforms for both Enterprise and SMB customers.

• Work collaboratively with internal teams to address technical issues promptly and maintain optimal performance on Akamai's Network.

• Evaluate Akamai Network challenges, develop proactive solutions, and explore avenues for performance enhancement.

• Adjust communication style for real-time chat and email interactions.

• Methodically diagnose and resolve complex technical issues.

• Prioritize urgent concerns while ensuring accuracy in issue resolution.

• Enhance customer success by comprehending customer needs, offering CDN guidance, and facilitating training sessions.

• Promote process enhancements, operational efficiency, and superior service metrics.

⛳️ Requirements

• 3–4 years of relevant experience.

• Bachelor's degree in computer science or engineering.

• A minimum of 2+ years of technical B2B support experience, including experience with enterprise chat channels.

• Strong understanding of internet protocols, including DNS, HTTP/S, and TCP.

• Basic knowledge of Linux/Unix systems.

• Familiarity with VPN, SAML, and authentication processes.

• Outstanding written communication skills.

• Capability to prioritize tasks and communicate technical information to stakeholders with varying levels of expertise.

• Customer-focused mindset and excellent interpersonal abilities.

• Strong collaboration skills and adaptability.

🏝️ Benefits

• Comprehensive health, well-being, and financial benefits.

• FlexBase flexible work options: work from home, in an office, or a blend of both.