Support Delivery Manager II

Akamai Technologies GmbH; Kuala Lumpur; On-site; MYR 80,000 - 120,000; Full time

Benefits offered by this job

Health and well-being support

Financial benefits

Life beyond work support

Job summary

Akamai Technologies GmbH is seeking a Support Delivery Manager II in Kuala Lumpur to oversee prestigious accounts while providing guidance and support. In this pivotal role, you'll proactively manage customer escalations and collaborate with various teams to drive product adoption and satisfaction.

The ideal candidate will have over 6 years of experience in customer support or technical account management and must demonstrate excellent skills in data analysis and stakeholder management. Proficiency in Mandarin and Cantonese is highly desirable. Join us to make a real impact!

Qualifications

• 6+ years of experience in customer support, service delivery, or technical account management.
• Experience in account management or customer success in a technical environment.
• Excellent data analysis skills to identify process improvements.
• Strong understanding of networking, internet protocols, and core security fundamentals.
• Aptitude for building relationships with customers across various levels.
• Excellent communication skills for technical content.

Responsibilities

• Take ownership of strategic accounts and act as a trusted advisor.
• Drive process improvements and increase operational efficiency.
• Manage escalations with clear problem definitions and action plans.
• Collaborate with technical and business teams to resolve issues.
• Partner with engineering and operations to unblock issues.
• Lead with empathy and customer-centric focus.

Skills

Customer Support

Technical Account Management

Data Analysis

Networking Protocols

Stakeholder Management

Mandarin

Cantonese

Job description

Does solving complex challenges motive and excite you?

Join our Global Support Team!

Our customer-centric team builds innovative and tailored solutions for our customers to help them achieve their vision. We collaborate to understand our customer needs and to deliver results for their growth and success. We build trusted relationships through clear communication, honesty and listening to our customers.

Take ownership of prestigious accounts!

You will operate at the heart of what our business values the most: supporting our customers. You will be a trusted advisor to our high value customers, providing guidance and advice. Part of your job will be proactively supporting on product adoption and managing customer escalations.

As a Support Delivery Manager II, you will be responsible for:

• Taking ownership of strategic accounts while acting as a trusted advisor across business and technical domains to drive satisfaction
• Owning a data driven approach to inform support, process improvements and increase operational efficiency for our customers
• Driving structured escalation management, including clear problem definition, action plans, risk assessment, and executive-level communication
• Collaborating with technical and business teams to resolve customer incidents and escalations, ensuring alignment with customer expectations and business objectives
• Partnering with Engineering, Product, and Operations to unblock issues and drive sustainable root-cause fixes
• Acting as a role model for calm, empathetic, and customer-centric leadership, especially during high-pressure situations

Do what you love

To be successful in this role you will:

• Have 6+ years of experience in customer support, service delivery, or technical account management roles
• Have experience working in account management or customer success in a technical environment or in technical support
• Demonstrate excellent experience of analyzing data to identify continuous process improvements for service delivery
• Demonstrate excellent understanding of networking, internet protocols (DNS, HTTP, TCP/IP), and core security or compute fundamentals
• Demonstrate aptitude for building trusted relationships with customers across various levels
• Demonstrate stakeholder management, influence, and cross-functional alignment skills to drive change and ensure successful outcomes.
• Demonstrate good written, verbal and presentation skills including communicating complex technical content to a range of audiences
• Able to converse and write in Mandarin & spoken Cantonese will be ideal

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

Job Info

• Job Identification 3241
• Posting Date 06/18/2026, 01:39 AM