Senior Cloud Support Engineer

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

📋 Description

• Serving as the technical escalation point for critical production clients.

• Analyzing complex issues referred by Core Support until resolution is achieved.

• Partnering with Site Reliability Engineering and Product teams to identify the most effective solutions for particular customer challenges.

• Collaborating with our Incident team to tackle emerging challenges related to our platform and services.

• Developing training materials, documentation, and knowledge-sharing sessions based on insights gained from escalated investigations.

• Leading mentorship sessions with the current Customer Support team to enhance their technical and troubleshooting capabilities.

⛳️ Requirements

• Possess 5+ years of experience in a technical role or 3+ years directly with a leading cloud hosting provider.

• Have hands-on experience interacting with customers both in-person and through written communication in a technical support engineer role.

• Exhibit exceptional collaboration skills while maintaining a customer-centric mindset in resolving issues, focusing on effort reduction, ownership, and team communication.

• Provide regular feedback to colleagues and other teams. Demonstrate advanced troubleshooting capabilities in networking, DNS, firewalls, Linux, Kubernetes, APIs, and object storage.

• Manage AI infrastructures, operate AI systems, leverage AI storage solutions such as VAST, and troubleshoot issues within Cloud Computing products and infrastructure.

• Communicate professionally with clients, collaborate with internal stakeholders, and use observability tools to analyze and resolve issues impacting customers.

🏝️ Benefits

• We prioritize your health, well-being, financial stability, and life outside of work. Check out our benefits.

• Akamai's FlexBase program exemplifies our dedication to offering employees an outstanding workplace experience. It focuses on empowering employees to perform their best work rather than dictating their work environment.