Customer Support Analyst - Israel

Are you excited to work with innovative security products?

Do you enjoy working with innovative and strategic solutions and to solve complex problems?

Join Akamai Enterprise Security Group

Akamai is changing how organizations protect their data centers and clouds from advanced threats. Our team boasts some of the field's most talented and experienced cybersecurity and data center experts.

Join our prestigious Technical Support Team

You will work with an innovative technology that is setting the ground to the way organizations protect their key applications and assets from advanced cyber threats - regardless of their infrastructure - on-premise, cloud, or hybrid environment.

Your key responsibilities will include:

• Driving continuous improvement initiatives to reduce resolution times, improving customer satisfaction, and minimizing support backlogs.
• Acting as the primary liaison of Customer Support to Engineering and Product teams.
• Ensuring that issues escalated from support are communicated effectively and prioritized appropriately.
• Using data analysis tools to identify trends, recurring issues, and emerging themes across support tickets.
• Coordinating systemic incident lifecycle from analysis through resolution and final rollout of the solution.
• Advocating for strategic customers, representing their needs and issues to Akamai leadership.

Do what you love

To be successful in this role you will:

• 3+ years of experience in similar roles.
• Have an organizational and time management skills, with the ability to prioritize and manage multiple inquiries simultaneously.
• Have a written and verbal communication skills in English.
• Have a good problem-solving abilities, with customer-oriented mindset.
• Have experience with ticketing systems, bug tracking tools and CRM software.
• Have the skills to gather, interpret, and present data effectively.
• Experience with Analytic and Reporting tools Tableau, excel and others.

Work in a way that works for you

FlexBase, Akamai's Global Flexible Working Program, is based on the principles that are helping us create the best workplace in the world. When our colleagues said that flexible working was important to them, we listened. We also know flexible working is important to many of the incredible people considering joining Akamai. FlexBase, gives 95% of employees the choice to work from their home, their office, or both (in the country advertised). This permanent workplace flexibility program is consistent and fair globally, to help us find incredible talent, virtually anywhere. We are happy to discuss working options for this role and encourage you to speak with your recruiter in more detail when you apply.

Learn what makes Akamai a great place to work

Connect with us on social and see what life at Akamai is like!

We power and protect life online, by solving the toughest challenges, together.

At Akamai, we're curious, innovative, collaborative and tenacious. We celebrate diversity of thought and we hold an unwavering belief that we can make a meaningful difference. Our teams use their global perspectives to put customers at the forefront of everything they do, so if you are people-centric, you'll thrive here.

Working for you

At Akamai, we will provide you with opportunities to grow, flourish, and achieve great things. Our benefit options are designed to meet your individual needs for today and in the future. We provide benefits surrounding all aspects of your life:

• Your health
• Your finances
• Your family
• Your time at work
• Your time pursuing other endeavors

Our benefit plan options are designed to meet your individual needs and budget, both today and in the future.

About us

Akamai powers and protects life online. Leading companies worldwide choose Akamai to build, deliver, and secure their digital experiences helping billions of people live, work, and play every day. With the world's most distributed compute platform from cloud to edge we make it easy for customers to develop and run applications, while we keep experiences closer to users and threats farther away.

Join us

Are you seeking an opportunity to make a real difference in a company with a global reach and exciting services and clients? Come join us and grow with a team of people who will energize and inspire you!

Akamai Technologies is an Affirmative Action, Equal Opportunity Employer that values the strength that diversity brings to the workplace. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, gender identity, sexual orientation, race/ethnicity, protected veteran status, disability, or other protected group status.

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If no date is displayed, applications are being accepted on an ongoing basis until the job is filled.