Senior Escalation Support Engineer - Remote

Are you excited by the prospect of working with prestigious global brands?

Do you enjoy working with customers to solve complex technical problems?

Join our Elite Support Team!

Our team boasts some of the most talented and experienced cyber security and data center experts in the field. We're always looking for new people to inspire us and make us better. We utilize tools, process, and knowledge to diagnose and resolve product, platform, and customer issues.

Collaborate with the best-known global brands

We are looking for a highly motivated, proactive, and knowledgeable engineer to join our customer support team. This is an opportunity for the right candidate to work with an innovative technology that is setting the ground to the way organizations protect their key applications and assets from advanced cyber threats.

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

• Leading investigations on Akamai's Guardicore Micro segmentation and Zero Trust product for customers.
• Learning and gaining in-depth experience in Micro-segmentation and zero trust network security.
• Build and maintain strong relationships with large enterprise customers, acting as their primary point of contact for technical inquiries and issues.
• Owning the problem resolution and collaborating with internal teams.
• Analyzing technical issues and proposing solutions to prevent issues.
• Working closely with Engineering teams on customer issues.

Do what you love

To be successful in this role you will:

• Have extensive experience of providing technical solutions and support for enterprise customers.
• Have prior experience serving as an Escalation Engineer working with Support engineers, R&D and QA teams.
• Have knowledge of the following technologies: Linux Operating System (Mandatory), Windows Operating System (Mandatory), Basic Networking, Virtualization, Cloud Technologies, K8S, Databases (Elasticsearch, MongoDB, PostGreSQL)
• Have high availability and ability to cultivate a mindset focused on responsiveness.
• Have excellent communication skills, with the ability to convey complex technical information to both technical and non-technical stakeholders.
• Strong interpersonal skills with a customer-focused attitude and the ability to build and maintain professional relationships.
• Possess native Japanese competency with business level English, both spoken and written

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.