Senior Cloud Support Engineer: Compute Escalations

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

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.