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Manager Technical Support

Technical Support
016259 Requisition #

As a Technical Support manager at Akamai Technologies, you will ensure the success of the world’s most prominent online companies on the Akamai Platform. You will staff and manage a highly skilled Engineering team, drive processes improvements, optimize operations, and continuously drive performance metrics which reflect an industry leading support experience. You will help develop and implement strategies which scale the support organization to handle a rapidly expanding global customer base and product portfolio.  You will be responsible for managing the escalations and providing the voice of the customer.


About the Team

You will be part of Akamai’s Technical Support Organization, supporting our global customers, which include many Fortune 500 corporations. You will be working with them on a daily basis as the primary interface in supporting the technical aspects of Akamai network services and applications they use.



* Staff, manage and develop the team, including hiring, training, coaching and mentoring.

* Ensure delivery of industry leading support as demonstrated through team performance metrics and proactive, consultative deliverables.

* Manage customer incidents and escalations to closure.

* Provide input on the strategic direction of the global Support team to develop and implement best practices.

* Partner with internal Sales, Services, Engineering and Support teams to ensure customer success on the Akamai platform.

Required Skills

* 5+ years experience supporting enterprise customers in a 24x7 service environment.

* 2+ years managing an internet or networking technical support team.

* Experience effectively leveraging CRM systems, knowledge bases, and online self-help tools as part of an overall support strategy.

* Knowledge of the internet and networking technologies.

* Fluent in Japanese and English

Desired Skills

* Working knowledge of the internet and networking technologies.

* Strong communication skills including both verbal and written presentation skills.

* Experience driving process improvements in a high volume service and support environment.

* Understanding of DNS and CDN technology.

About Akamai Technologies

Akamai secures and delivers digital experiences for the world's largest companies. Akamai's intelligent edge platform surrounds everything, from the enterprise to the cloud, so customers and their businesses can be fast, smart, and secure. Top brands globally rely on Akamai to help them realize competitive advantage through agile solutions that extend the power of their multi-cloud architectures. Akamai keeps decisions, apps and experiences closer to users than anyone - and attacks and threats far away. Akamai's portfolio of edge security, web and mobile performance, enterprise access and video delivery solutions is supported by unmatched customer service, analytics and 24/7/365 monitoring. To learn how Akamai is shaping the future of digital transformation, visit and follow @AkamaiCareers on Twitter, Facebook, LinkedIn and Instagram.

Akamai is a growing, and evolving, company with offices and operations around the world. As such, we strive to foster inclusive and representative workplaces where all employees are wholly welcome, and enabled to share and benefit from each other’s diverse contributions, as one global team. Our commitment to diversity reaches beyond our corporate offices, to our business partners and suppliers who share the same principles, and whose employees we value as integral to the Akamai business family. Learn more at

Akamai Technologies is an Affirmative Action, Equal Opportunity Employer. If you'd like more information about EEO rights under United States law, please click here

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