Product Support Engineer

Akamai Technologies; São Paulo; Presencial; BRL 120 000 - 180 000; Tempo integral

Resumo da oferta

Akamai Technologies in São Paulo invites a Product Support Engineer to join our global team handling escalations for Security Group products. You will work with Tier 3, diagnose complex issues, and craft workarounds while collaborating with R&D and PM to prioritize fixes.

You will bring a Computer Science degree and 5+ years in technical support, plus hands-on experience with cloud/SaaS, networks, and scripting. Flexibility with CST hours is required.

Qualificações

• Degree in Computer Science or similar field.
• 5+ years of experience in technical support.
• 3+ years as escalation engineer in L3/L4 support for cloud-based/SaaS solutions.
• Understanding of TCP/IP, HTTP/S and DNS with troubleshooting tools.
• Experience with on-prem VMware and cloud IaaS platforms (AWS/Azure/GCE).
• Experience with Linux systems, networking and scripting (Python).
• Familiarity with NGINX.

Responsabilidades

• Support tier 3 escalations with product knowledge and expertise.
• Resolve issues not closed by lower support tiers.
• Provide workarounds to mitigate product defects.
• Develop scripts for custom configurations and solutions.
• Analyze software issues with R&D and PM to prioritize fixes.
• Contribute to knowledge base and team training.

Conhecimentos

Technical support

Escalation engineering

Networking TCP/IP

HTTP/HTTPS/DNS

Wireshark

Auth protocols

Cloud IaaS

Linux scripting Python

NGINX

Log analysis

Formação académica

Degree in Computer Science or similar

Ferramentas

VMware

Kibana

Descrição da oferta de emprego

Job Description

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

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.

About Us

At Akamai, we make life better for billions of people, trillions of times a day.

Whether you're streaming live events, scrolling social media, watching your favorite series, or managing your savings, we provide the world's most distributed platform from Cloud to Edge to help the giants of the digital world work faster and stay more secure, making the internet a better experience for everyone.

Our Focus Is Simple

Cloud and Edge: Running apps closer to users for instant performance.

Security: Neutralizing threats before they ever reach your data.

Content Delivery: Scaling the world's biggest moments without a glitch.

AI: Enabling our customers to build, secure, and scale AI apps on the world's most distributed cloud platform.

At Akamai, we don't just support the internet; we power and protect it, because behind every great digital experience is a massive hidden challenge. And we're the ones who solve it. When millions of people hit play or pay, Akamai ensures it just works.

Benefits at Akamai

We support your health, well-being, finances, and life beyond work. See our benefits.

FlexBase adapts to your job's needs

Akamai's FlexBase program is yet another way we show our commitment to providing employees with an exceptional workplace experience. It's not about telling employees where to work; it's about supporting employees to do their best work.

We trust our incredible employees to work in ways that suit them best: at home, in an office, or a combination of both.

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