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Technical Support Engineer (CDN and Media)

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Technical Support
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017358 Requisition #

As a Technical Support Engineer, you will be an integral member of a team responsible for quickly resolving highly technical, complex issues. Your role will be critical in maintaining the trust of our customers. You will be working directly with our customers’ technical operations teams in defining issues, resolving them, or leading a cross-functional team to drive resolutions. 


Tasks

* Work to resolve technical issues related to Akamai’s products and infrastructure as reported by our customers' technical staff.

* Work independently with our customers' technical teams on both pre- and post- sales technical issues. The investigation of technical issues may involve complex data analysis from Akamai's distributed network and an in-depth examination of the interaction between Akamai and the customer's origin infrastructure.

* Demonstrate leadership and work independently to resolve complex technical problems, including escalations to our product engineers.

* Develop methods and best practices for delivering outstanding service, as well as participate in knowledge sharing through the creation of knowledge base articles.

* Work as a technical resource on engineering bridges on complex issues.

* Subject Matter Expert of multiple product/services and work with engineering to ensure that new Akamai services can be supported as part of the New Product Introduction (NPI) process.

* Define, coordinate, and prioritize customer feedback and ideas into engineering requirements for future enhancements to Akamai's services. Work closely with Engineering and Product Management to implement these enhancements.


The team

You will be part of a global team dedicated to support Japan customers under a follow-the-sun model (Tokyo, Boston, San Francisco) but you will also actively be involved with peers overseas. you will work in a highly collaborative environment to deliver excellent Customer Support.


Basic Qualifications

* Bachelors Degree in Engineering or Computer Science

* Detailed knowledge across the spectrum of Internet technologies

* Excellent business writing, communication, and presentation skills

* 5+ years of experience in technical support, engineering, IT, project management or consulting

* Customer facing experience

* Desire and ability to provide leadership to a rapidly expanding team

* Proven analytical abilities and a strong work ethic

* Consultative attitude to customer engagements

* Methodical approach to problem solving

* Ability to prioritize workload and manage customer expectations directly or as part of a team

* Passionate attitude to internal collaboration and communication

* Commitment to self-improvement and education

* Fluent in Japanese and business level English (written and spoken)

  

Desired Qualifications

* Prior exposure to working within a Global team, or for Japanese arm of US parent company

* Prior experience in the Web Architecture, Applications design, testing/optimization

* Previous experience of working with 3rd Party integrators/organizations on joint initiatives/projects

 

Desired Skills

* Knowledge of how the Internet works (HTTP and DNS).

* Programming knowledge and experience (Perl/shell scripting or Java preferable).

* Knowledge of common network protocols (TCP/IP, ICMP) and tools.

* Knowledge of web programming (HTML, javascript, ASP, JSP)

* Familiarity with technologies like: J2EE (using Tomcat and/or Websphere) or .NET architecture, Web Services (SOAP, XML), Configuring webservers (Apache, IIS) and the infrastructure necessary to support a dynamic website (load balancers, connecting to databases, etc), SQL and databases.


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 www.akamai.com 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 www.akamai.com/diversity.


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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