Product Support Engineer - Remote

Would you like to help make the new products supportable for the longer term?

Would you like to improve Akamai by developing ideas based on customer feedback?

Join our Product Support Team

Become a key technical contributor in a global expert team responsible for escalations of Akamai's Security Group.

Partner with the best

Provide advanced escalation and product support for the top of the line security products on the market. Including our unique Zero Trust Security platform. You will focus on a cutting-edge suite of services to ensure application and network performance.

As a Product Support Engineer, you will be responsible for:

• Supporting tier 3 technical support team with escalations and provide product knowledge expertise.
• Resolving issues that were unable to bring to resolution by lower support tiers
• Providing workarounds to mitigate product defects.
• Developing scripts for custom configurations and solutions
• Analyzing software issues and work closely with R&D and PM to prioritize and schedule their fixes.
• Contributing to knowledge base and technical competence by providing product and training to the team.

Do what you love

To be successful in this role you will:

• Have degree in Computer Science or similar and 5+ years experience in a technical support position
• Have 3+ years as escalation engineer within L3/L4 support groups and support/services for cloud based solutions/SaaS solutions
• Have understanding of TCP/IP, HTTP/S and DNS with the ability to troubleshoot with Wireshark, browser developer tools, Fiddler and log collectors - Kibana)
• Have experience working with a variety of authentication schemes including SAML, Kerberos, NTLM, OIDC and Oauth2.
• Have experience with on-prem hypervisors such as VMware and cloud-based IaaS platforms (Akamai Linode, AWS, Azure and GCE).
• Have experience with Linux systems, networking and Scripting (Python / API) and Familiarity with NGINX

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

This role engages with a team that supports 11:00 am to 7:00 pm CST, Meetings and engagement with the team typically take place during these hours. We welcome flexible workers and want applicants to be aware of the job's time zone requirements.

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!