Product Support Engineer

Akamai Technologies GmbH; Greater London; On-site; GBP 60,000 - 90,000; Full time

Job summary

Akamai Technologies GmbH is seeking a Product Support Engineer to join a global team delivering advanced support for the Zero Trust Security platform. You will resolve complex issues, develop workarounds, and contribute to security and reliability for customers’ environments.

The role collaborates with TAC, Product Managers, Field/Sales Engineers, and Development, focusing on Escalation support, training, and documentation to drive customer success.

Qualifications

• 5+ years of experience in a technical support escalation role for a cloud-based solution.

Responsibilities

• Provide Tier 3 escalation support by analyzing, troubleshooting, and resolving complex technical issues across Akamai Zero Trust Platform.
• Resolve issues escalated from lower support tiers.
• Develop scripts and custom solutions to help partners and customers.
• Analyze product bugs and coordinate with R&D and Product Management to prioritize fixes.
• Provide technical training and create support documentation.
• Offer Pre-Sales and Post-Sales services.
• Represent the business unit as a Subject Matter Expert in communications.

Skills

5+ years exp

DNS expertise

Auth protocols

HTTP/Web troubleshooting

MS server tech

Security basics

AI models knowledge

Tools

VMware

VirtualBox

Nutanix

Hyper-V

AWS

Azure

Docker

GCE

Job description

Are you excited about working with cutting-edge technologies?

Would you like to work with our Zero Trust portfolio?

Join our Product Support Team

As a Product Support Engineer, you will join a small team of global technical experts providing advanced support and cloud operations for Akamai's Enterprise Security solutions, including our industry-leading Zero Trust Security platform. You will play a key role in resolving complex technical issues and ensuring the reliability and success of our customers' environments.

Partner with the best

In this role, you will focus on delivering a cutting-edge suite of services to ensure the performance, reliability, and security of applications and networks for users of the Akamai Zero Trust platform. You will work closely with strategic partners, Akamai TAC, Product Managers, Field/Sales Engineers, and Development Engineering to drive customer success.

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

• Providing Tier 3 escalation support by analyzing, troubleshooting, and resolving complex technical issues across Akamai Zero Trust Platform.
• Resolving issues that were unable to be brought to resolution by lower support tiers
• Developing scripts and delivering custom solutions and workarounds to help partners and customers resolve complex technical challenges.
• Analyzing product bugs and working closely with R&D and Product Management to prioritize and schedule their fixes.
• Providing technical training and developing technical procedures and support documentation.
• Providing Pre-Sales and Post-Sales services.
• Representing the business unit as a Subject Matter Expert/Technical Lead in internal and external correspondence.

Do what you love

To be successful in this role you will:

• Have 5+ years of experience in a technical support escalation role for a cloud-based solution.
• Have deep experience with the DNS client, server, and protocol, including DNS over HTTP/TLS.
• Have knowledge and experience working with a variety of authentication schemes, including SAML, Kerberos, NTLM, OIDC, and OAuth2.
• Have experience working with a variety of on-premise and cloud hypervisors such as VMware, VirtualBox, Nutanix, Hyper‑V, AWS, Azure, Docker, and GCE.
• Demonstrate good understanding of HTTP/S and web technologies, with experience in troubleshooting using tools such as Wireshark, browser developer tools, Fiddler, and Kibana.
• Know common Microsoft server technologies such as Active Directory, Remote Desktop Services, and AD FS
• Have experience with security products (e.g. Firewall, Secure Web Gateway, Zero Trust Network Solutions), Linux, networking, scripting, and a solid understanding of TCP/IP.
• Can demonstrate a working knowledge of a variety of AI Learning Models.
  

Build your career at Akamai

Our ability to shape digital life today relies on developing exceptional people like you. The kind that can turn impossible into possible. We’re doing everything we can to make Akamai a great place to work. A place where you can learn, grow and have a meaningful impact.

With our company moving so fast, it’s important that you’re able to build new skills, explore new roles, and try out different opportunities. There are so many different ways to build your career at Akamai, and we want to support you as much as possible. We have all kinds of development opportunities available, from programs such as GROW and Mentoring, to internal events like the APEX Expo and tools such as Linkedin Learning, all to help you expand your knowledge and experience here.