Senior Cloud Support Engineer

Akamai Technologies, Inc.; Kraków; On-site; PLN 180,000 - 260,000; Full time

Job summary

Akamai Technologies, Inc. in Kraków seeks a Senior Cloud Support Engineer to act as the technical escalation point for mission-critical production customers, investigating complex issues and guiding Core Support through resolution.

You will collaborate with Site Reliability Engineering and Product teams on platform investigations, contribute to incident response, and develop training, documentation, and knowledge-sharing sessions to raise the team’s expertise.

Qualifications

• Have relevant experience in a similar Cloud Support role (customer-facing, escalation handling).
• Demonstrate ability to assist customers in person and via written communication with collaborative mindset.
• Deliver feedback regularly to peers and cross-team members to improve cloud computing support.
• Demonstrate advanced troubleshooting across networking, DNS, firewalls, Linux administration, Kubernetes, APIs, and object storage.
• Possess baseline knowledge of AI infrastructures and AI storage solutions like VAST.
• Use observability tools such as Prometheus, Grafana, and Loki to analyze and troubleshoot issues.

Responsibilities

• Act as the technical escalation point for mission-critical production customers.
• Investigate complex issues escalated from Core Support to resolution.
• Collaborate with Site Reliability Engineering and Product teams on the best course of action for customer issues.
• Work with the Incident team to address emerging platform issues and service incidents.
• Develop training, documentation, and knowledge-sharing sessions from patterns identified during escalations.
• Facilitate mentorship sessions with the Customer Support team to build technical skills.

Skills

Cloud support experience

Customer communication

Mentoring / feedback

Network troubleshooting

DNS

Firewalls

Linux administration

Kubernetes

APIs

Object storage

AI infrastructure basics

AI operating systems

AI storage (VAST)

Observability tools

Tools

Prometheus

Grafana

Loki

Kubernetes

Job description

Job Description

Are you passionate about Akamai Compute technologies and services?

Does solving some of the Compute Support team's most difficult challenges interest you?

Join our Compute Product Support Group!

We address complex customer support challenges and transform them into insights that enhance the entire Compute Support organization. This role involves collaborating with Site Reliability Engineering and Product teams for in-depth platform investigations or solutions while offering guidance and feedback to the Core Support team to enhance their expertise and problem-solving abilities.

Job Description

Are you passionate about Akamai Compute technologies and services?

Does solving some of the Compute Support team's most difficult challenges interest you?

Join our Compute Product Support Group!

We address complex customer support challenges and transform them into insights that enhance the entire Compute Support organization. This role involves collaborating with Site Reliability Engineering and Product teams for in-depth platform investigations or solutions while offering guidance and feedback to the Core Support team to enhance their expertise and problem-solving abilities.

Partner with the best

Critical internal and customer workloads rely on resolving technical problems encountered on the Akamai Cloud Compute platform. The team serves as an escalation point for issues beyond Core Support's expertise. Beyond tickets and escalations, engineers actively engage in identifying and resolving incidents. Collaboration with the Incident Coordination team ensures timely reporting of impacts and effective mitigation.

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

• Acting as the technical escalation point for mission-critical production customers.
• Investigating complex issues escalated from Core Support through to resolution.
• Collaborating with Site Reliability Engineering and Product teams to determine the best course of action for specific customer issues.
• Working with our Incident team to address emerging issues with our platform and services.
• Developing training, documentation, and knowledge-sharing sessions based on patterns identified during escalated investigations.
• Facilitating mentorship sessions with the existing Customer Support team to help build their technical and troubleshooting skills.

Do What You Love

To be successful in this role you will:

• Have relevant experience in a similar Cloud Support role.
• Demonstrate experience assisting customers both in person and through written communication, showcasing collaboration abilities and prioritizing customer-focused issue resolution.
• Deliver feedback regularly to peers and cross-team members while identifying issues across multiple aspects of Cloud Computing products and infrastructure.
• Demonstrate advanced troubleshooting expertise in networking, DNS, firewalls, methodical Linux administration, Kubernetes, APIs, and object storage.
• Possess a baseline knowledge of managing AI infrastructures and working with AI operating systems and AI storage solutions like VAST.
• Use observability tools such as Prometheus, Grafana, and Loki to analyze and troubleshoot customer-impacting issues.

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.