Senior Cloud Support Engineer

Akamai Technologies GmbH; Kraków; On-site; PLN 192,967 - 278,730; Full time

Job summary

Akamai Technologies GmbH is looking for a Senior Cloud Support Engineer based in Kraków, Poland, to join the Compute Product Support Group. This role involves addressing complex customer support challenges and collaborating with Site Reliability Engineering to find effective solutions.

The ideal candidate will have relevant experience in a Cloud Support role, advanced troubleshooting skills in networking and Linux, and experience with observability tools such as Prometheus. Join us in enhancing support services for mission-critical production customers.

Qualifications

• Experience in a similar Cloud Support role is required.
• Ability to assist customers effectively through written communication.
• Proven troubleshooting skills in Cloud Computing products.

Responsibilities

• Act as the technical escalation point for production customers.
• Investigate complex issues escalated from Core Support.
• Collaborate with Site Reliability Engineering on customer issues.

Skills

Advanced troubleshooting expertise in networking

Linux administration

Kubernetes

Using observability tools like Prometheus

AI infrastructure management

Tools

DNS management

Firewalls

APIs

Object storage solutions like VAST

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.