Product Support Engineer

Akamai Technologies, Inc.; Richmond (VA); On-site; USD 105,400 - 189,600; Full time

Job summary

Akamai Technologies, Inc. is seeking a Senior Product Support Engineer to act as a key escalation-focused technical lead within the Global Escalation Team. You will support Akamai's Zero Trust portfolio, ensuring security, performance, and reliability for enterprise customers.

You will analyze issues, coordinate with R&D/PM, and guide partners through integrations and beta activities. On-call rotations are part of the role.

Qualifications

• 5+ years in a technical support position with a bachelor's degree in Computer Science or a related field.
• 5+ years as escalation engineer within L3/L4 support for cloud-based solutions.
• Ability to troubleshoot using tools such as Wireshark, Fiddler, browser developer tools, and log collectors.
• Understanding of HTTP/S, TLS/SSL, reverse proxy and related web technologies.
• Experience with DNS and authentication schemes including SAML, Kerberos, NTLM, OIDC, and OAuth2.
• Familiarity with TCP/IP, Linux systems, Networking products, and Microsoft Server technologies.

Responsibilities

• Provide escalation support to resolve issues that lower tiers cannot resolve.
• Analyze software issues and work with R&D and PM to prioritize fixes.
• Represent the organization as SME/Technical Lead in internal and external communications.
• Manage partner integrations and Beta Support.
• Participate in the on-call schedule (~2 occurrences per quarter).

Skills

Technical support

Escalation engineering

Wireshark

Fiddler

Browser development tools

HTTP/S TLS/SSL

DNS authentication (SAML Kerberos OIDC

Education

Bachelor's degree in Computer Science or related field

Tools

Fiddler

Browser dev tools

Log collectors

Kubernetes

Docker

Job description

Are you excited about working with cutting-edge technologies?

Would you like to work with our Zero Trust portfolio?

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. (https://www.akamai.com/careers/working-at-akamai?utm_source=akamai&utm_medium=social&utm_campaign=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.

Equal Employment Opportunity Rights

Akamai Technologies is an Affir…? All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, gender identity, sexual orientation, race/ethnicity, protected veteran status, disability, or other protected group status.