Job DescriptionAs a Senior Product Support Engineer, you will become a key technical contributor within a global expert team responsible for the escalations of Akamai's Enterprise Access and Security Group. We're looking for excellent technical staff to create and support core technology to deliver a secure, accelerated experience to enterprise customers.
In this role, you will provide escalation support for security products including our Zero Trust Security platform. You'll focus on cutting-edge services, ensuring application and network performance, reliability, and security for users connecting through Akamai's Zero Trust platform.
As a Senior Product Support Engineer, you will be responsible for:
- Providing Escalation Support to resolve issues that were unable to bring to resolution by lower support tiers.
- Analyzing software issues and work closely with R&D and PM to prioritize and schedule their fixes.
- Representing the organization as an SME/Technical Lead in internal and external correspondence
- Managing partners integration and Beta Support
- Participating in our on call schedule (~2 occurrences per quarter).
To be successful in this role you will:
- Have 5+ years in a technical support position and have a bachelor's degree in Computer Science, similar degree or relevant experience
- Have 5+ years as escalation engineer within L3/L4 support groups for cloud-based solutions
- Be able to troubleshoot issues using tools such as Wireshark, browser developer tools, Fiddler, and log collectors.
- Show understanding of HTTP/S, TLS/SSL, reverse proxy and related web technologies
- Demonstrate experience with DNS and authentication schemes including SAML, Kerberos, NTLM, OIDC, and OAuth2
- Have understanding of TCP/IP, Linux systems, Networking Products, and Microsoft Server Technologies
- Be comfortable working with Linux systems, shell commands, Python scripting, virtualization (VMware, AWS, Azure, Linode) and container-based deployment (Kubernetes or Docker)
- Be eligible to obtain and Secret Security Clearance
CompensationAkamai is committed to fair and equitable compensation practices. For US based candidates only - the base salary for this position ranges from $105,400 - $189,600/year; a candidate's salary is determined by various factors including, but not limited to, relevant work experience, skills, certifications and location. Compensation for candidates outside the US will vary. The compensation package may also include incentive compensation opportunities in the form of annual bonus or incentives, equity awards and an Employee Stock Purchase Plan (ESPP). Akamai provides industry-leading benefits including healthcare, 401K savings plan, company holidays, vacation (in the form of PTO), sick time, family friendly benefits including parental leave and an employee assistance program including a focus on mental and financial wellness; Eligibility requirements apply.
