Product Support Engineer

Akamai Technologies; Cambridge (MA); Hybrid; USD 105,400 - 189,600; Full time

Job summary

Akamai Technologies is seeking a Senior Product Support Engineer to help escalate and resolve complex issues for the Zero Trust platform and related security services. You will work with R&D, PM, and customers to prioritize fixes, act as a technical lead in communications, and manage partner integration and beta support.

You will join a global team responsible for delivering secure, high-performance access and security experiences for enterprise customers, with regular on-call rotation and

Qualifications

• Have 5+ years in a technical support position and a bachelor's degree in Computer Science, similar degree or relevant experience
• Have 5+ years as escalation engineer within L3/L4 support groups for cloud-based solutions
• Be able to troubleshoot issues using tools such as Wireshark, browser developer tools, Fiddler, and log collectors.
• Show understanding of HTTP/S, TLS/SSL, reverse proxy and related web technologies
• Demonstrate experience with DNS and authentication schemes including SAML, Kerberos, NTLM, OIDC, and OAuth2
• Have understanding of TCP/IP, Linux systems, Networking Products, and Microsoft Server Technologies
• Be comfortable working with Linux systems, shell commands, Python scripting, virtualization (VMware, AWS, Azure, Linode) and container-based deployment (Kubernetes or Docker)
• Be eligible to obtain and Secret Security Clearance

Responsibilities

• Providing Escalation Support to resolve issues that were unable to bring to resolution by lower support tiers.
• Analyzing software issues and work closely with R&D and PM to prioritize and schedule their fixes.
• Representing the organization as an SME/Technical Lead in internal and external correspondence
• Managing partners integration and Beta Support
• Participating in our on call schedule (~2 occurrences per quarter).

Skills

Technical support

Escalation engineering

Troubleshooting

Linux shell

Python scripting

Networking basics

Education

Bachelor's degree in Computer Science, or equivalent

Tools

Wireshark

Fiddler

Browser dev tools

Log collectors

VMware

AWS

Azure

Kubernetes

Docker

Job description

Job Description

Are you excited about working with cutting-edge technologies?

Join our Global Escalation Team As a Senior Product Support Engineer, you will become a key technical contributor within a global expert team responsible for the escalations of Akamai's Enterprise Access and Security Group. We're looking for excellent technical staff to create and support core technology to deliver a secure, accelerated experience to enterprise customers.

Partner with the best

In this role, you will provide escalation support for security products including our Zero Trust Security platform. You'll focus on cutting-edge services, ensuring application and network performance, reliability, and security for users connecting through Akamai's Zero Trust platform.

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

• Providing Escalation Support to resolve issues that were unable to bring to resolution by lower support tiers.
• Analyzing software issues and work closely with R&D and PM to prioritize and schedule their fixes.
• Representing the organization as an SME/Technical Lead in internal and external correspondence
• Managing partners integration and Beta Support
• Participating in our on call schedule (~2 occurrences per quarter).

Do What You Love

To be successful in this role you will:

• Have 5+ years in a technical support position and have a bachelor's degree in Computer Science, similar degree or relevant experience
• Have 5+ years as escalation engineer within L3/L4 support groups for cloud-based solutions
• Be able to troubleshoot issues using tools such as Wireshark, browser developer tools, Fiddler, and log collectors.
• Show understanding of HTTP/S, TLS/SSL, reverse proxy and related web technologies
• Demonstrate experience with DNS and authentication schemes including SAML, Kerberos, NTLM, OIDC, and OAuth2
• Have understanding of TCP/IP, Linux systems, Networking Products, and Microsoft Server Technologies
• Be comfortable working with Linux systems, shell commands, Python scripting, virtualization (VMware, AWS, Azure, Linode) and container-based deployment (Kubernetes or Docker)
• Be eligible to obtain and Secret Security Clearance

About Us

At Akamai, we make life better for billions of people, trillions of times a day.

Whether you're streaming live events, scrolling social media, watching your favorite series, or managing your savings, we're the engine behind the scenes. We provide the world's most distributed platform from Cloud to Edge to help the giants of the digital world work faster and stay more secure, making the internet a better experience for everyone.

Our Focus Is Simple

Cloud and Edge: Running apps closer to users for instant performance.

Security: Neutralizing threats before they ever reach your data.

Content Delivery: Scaling the world's biggest moments without a glitch.

AI: Enabling our customers to build, secure, and scale AI apps on the world's most distributed cloud platform.

At Akamai, we don't just support the internet; we power and protect it, because behind every great digital experience is a massive hidden challenge. And we're the ones who solve it. When millions of people hit play or pay, Akamai ensures it just works.

Benefits at Akamai

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

FlexBase adapts to your job's needs

Akamai's FlexBase program is yet another way we show our commitment to providing employees with an exceptional workplace experience. It's not about telling employees where to work; it's about supporting employees to do their best work.

We trust our incredible employees to work in ways that suit them best: at home, in an office, or a combination of both.

Connect with us on social and see what life at Akamai is like!

Compensation

Akamai is committed to fair and equitable compensation practices. For US based candidates only - the base salary for this position ranges from $105,400 - $189,600/year; a candidate’s salary is determined by various factors including, but not limited to, relevant work experience, skills, certifications and location. Compensation for candidates outside the US will vary. The compensation package may also include incentive compensation opportunities in the form of annual bonus or incentives, equity awards and an Employee Stock Purchase Plan (ESPP). Akamai provides industry-leading benefits including healthcare, 401K savings plan, company holidays, vacation (in the form of PTO), sick time, family friendly benefits including parental leave and an employee assistance program including a focus on mental and financial wellness; Eligibility requirements apply.