Senior Cloud Support Engineer — Escalations & Mentorship

Akamai Career Site

Poland

On-site

PLN 180,000 - 260,000

Full time

14 days+

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Job summary

Akamai is seeking a Senior Cloud Support Engineer in Poland to act as the technical escalation point for mission-critical production customers, investigate escalated issues, and collaborate with SRE and Product teams to determine optimal action plans. You will also work with the Incident team on platform issues and develop training materials based on escalation patterns.

You will mentor the Customer Support team, sharing knowledge to enhance troubleshooting skills and customer outcomes in a

Qualifications

Have relevant experience in a similar Cloud Support role.
Experience assisting customers in person and via written communication.
Provide regular feedback to peers and cross-team members.
Demonstrate advanced troubleshooting in networking, DNS, firewalls, Linux, Kubernetes, APIs, and object storage.
Baseline knowledge of managing AI infrastructures and AI OS/storage (e.g., VAST).
Use observability tools such as Prometheus, Grafana, and Loki for troubleshooting.

Responsibilities

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 action plans.
Working with the Incident team to address platform and service issues.
Developing training, documentation, and knowledge-sharing sessions based on patterns from escalations.
Facilitating mentorship sessions with the Customer Support team to build skills.