Cloud Support Engineer (Night Shift - US timing)

Akamai Technologies; India; On-site; INR 1,500,000 - 2,100,000; Full time

Benefits offered by this job

Health Benefits

FlexBase program

Life-work balance

Job summary

Akamai Technologies is seeking a Cloud Support Engineer to resolve technical issues and partner with customers' teams to keep online services running. You will define problems, drive resolutions, and coordinate with Engineering, Operations, Sales, and Professional Services.

You will communicate clearly via phone, email, and in-person interactions, analyze data, and ensure reliable delivery of Akamai's cloud and edge services for enterprise clients.

Qualifications

• Experience delivering technical solutions and support to enterprise B2B customers or maintaining large-scale distributed systems.
• Strong understanding of Internet concepts (HTTP, DNS, Streaming) and related technologies.
• Proficient with network troubleshooting tools and methodologies.
• Excellent verbal and written communication skills with the ability to convey complex information clearly.
• Customer-focused with the ability to collaborate across Engineering, Operations, Sales, and Professional Services.

Responsibilities

• Ensure clear communication with customers via phone, email, and in-person interactions to understand issues and provide effective resolutions.
• Collaborate with customers' technical teams to resolve post-sales issues, analyze data, and review Akamai's interactions with their infrastructure.
• Work with cross-functional teams from Engineering, Operations, Sales, Professional Services, and Account Management to investigate, mitigate, and resolve issues.
• Provide support for notable network events requiring meticulous planning and seamless execution to ensure outcomes.
• Develop strategies for delivering exceptional service delivery without compromising quality or consistency.
• Become proficient in one or more products, services, or Internet technologies to establish expertise and share insights.

Skills

Networking fundamentals

HTTP & DNS knowledge

TCP/IP & ICMP troubleshooting

Customer focus

Cross-functional collaboration

Job description

Would you enjoy ensuring the world's leading brands in a fast paced environment?

Would you ready take a new journey in a fast paced environment?

Join our world class Managed Cloud Operations

Our Team strives to be the most trusted support services partner and to keep our customers online businesses up and running. We utilize tools, process and knowledge to diagnose and resolve product, platform, and customer issues. Our team delivers managed services to proactively maintain quality and protect our customers' online presence.

Partner with the best

As an Akamai Cloud Support Engineer, this role involves resolving technical issues and collaborating with customers' technical teams. The position requires defining problems, driving resolutions, and leading cross-functional teams. You will share knowledge, improve services based on feedback, and work closely with support and engineering teams. This role emphasizes collaboration to deliver exceptional support and maintain customer trust.

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

• Ensuring clear communication with customers through phone, email, and in-person interactions to understand issues and provide effective resolutions.
• Collaborating with customers' technical teams to resolve post-sales issues, analyzing complex data, and examining Akamai's interaction with their infrastructure.
• Collaborating with cross-functional teams from Engineering, Operations, Sales, Professional Services, and Account Management to ensure investigation, mitigation, and resolution.
• Providing support for notable and unique network events requiring meticulous planning and seamless execution to ensure exceptional outcomes.
• Developing strategies and practices for providing exceptional service delivery without compromising quality or consistency.
• Becoming proficient in one or more products, services, or internet technologies to establish expertise and deliver valuable insights.

Do what you love

To be successful in this role you will:

• Demonstrate experience delivering technical solutions and support to enterprise B2B customers or maintaining large-scale distributed systems in B2B/B2C environments.
• Understand how the Internet functions, including HTTP, DNS, Streaming, and related technologies comprehensively.
• Demonstrate expertise with common network protocols like TCP/IP and ICMP, and utilize troubleshooting tools effectively.
• Prioritize customer focus, anticipate needs, identify long-term solutions, and remain dedicated to delivering an exceptional support experience.
• Demonstrate exceptional verbal and written communication skills, effectively conveying information clearly and accurately to both business and technical audiences.
• Build relationships effectively, influence others positively, and collaborate seamlessly within a team-focused environment to achieve shared goals.
• Resolve complex technical issues effectively, demonstrating exceptional problem-solving skills, even when operating under significant time constraints.
• Demonstrate creativity by proposing innovative solutions, managing priorities effectively, and maintaining motivation while delivering impactful results for enterprise customers.

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're the engine behind the scenes. 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!