Senior Cloud Support Engineer

Are you passionate about Akamai Compute technologies and services?

Does solving some of the Compute Support team's most difficult challenges interest you?

Join our Compute Product Support Group!

We address complex customer support issues, transforming them into insights that enhance the entire Compute Support organization. This role involves collaboration with Site Reliability Engineering and Product teams for in-depth platform investigations or solutions. Additionally, it includes offering guidance and feedback to the Core Support team to enhance their expertise and improve issue resolution capabilities.

Partner with the best

Critical workloads rely on thorough investigation and resolution of technical issues encountered on the Akamai Cloud Compute platform. Serve as escalation experts for challenges beyond Core Support's scope. Collaborate with Incident Coordination to address impacts and resolve incidents promptly. Deliver advanced troubleshooting, enhance processes, and ensure system reliability. Support organizational goals by empowering users in a dynamic, technology-focused environment.

As a Senior Cloud Support Engineer, you will be responsible for:

• Acting as the technical escalation point for mission-critical production customers.
• Investigating complex issues escalated from Core Support through to resolution.
• Collaborating with Site Reliability Engineering and Product teams to determine the best course of action for specific customer issues.
• Working with our Incident team to address emerging issues with our platform and services.
• Creating training, documentation, and knowledge-sharing sessions informed by patterns discovered during escalated investigations.
• Facilitating mentorship sessions with the existing Customer Support team to help build their technical and troubleshooting skills.

Do what you love

To be successful in this role you will:

• Bring 5+ experience in a technical role or 3+ experience directly with a major cloud hosting provider.
• Have experience working directly with customers in person and via written communication in a technical support engineer capacity.
• Demonstrate excellent collaboration abilities and uphold a customer-focused approach in resolving issues, emphasizing effort reduction, ownership, and team communication.
• Provide consistent feedback to peers and other teams. Exhibit advanced troubleshooting skills in networking, DNS, firewalls, Linux, Kubernetes, APIs, object storage.
• Manage AI infrastructures, operate AI systems, utilize AI storage solutions like VAST, and resolve issues within Cloud Computing products and infrastructure.
• Communicate professionally with customers, collaborate with internal stakeholders, and utilize observability tools to analyze and resolve customer-impacting issues.

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.

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.

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