Senior Cloud Support Engineer

Akamai Technologies, Inc.; Little Rock (AR); Remote; USD 138,000 - 190,000; Full time

Benefits offered by this job

Healthcare

401K

Paid time off

Sick time

Parental leave

Employee assistance program

Job summary

Akamai Technologies, Inc. is seeking a Senior Cloud Support Engineer to define and resolve complex technical issues related to Akamai products and infrastructure.

This role involves collaborating with customer technical teams on pre- and post-sales problems, performing deep data analysis from Akamai’s distributed network, and shaping best practices for service delivery. You will act as a subject matter expert for multiple products and work with engineering to ensure support for new services

Qualifications

• Master’s degree or foreign equivalent in Computer Science, Software Engineering, IT, Electrical Engineering, Electronics Engineering, Computer Engineering, Computer Networking, Telecommunication Networks, or Telecommunications.
• Bachelor’s degree or foreign equivalent in Computer Science, Software Engineering, IT, Electrical Engineering, Electronics Engineering, Computer Engineering, Computer Networking, Telecommunication Networks, or Telecommunications plus five years of related experience.

Responsibilities

• Define and resolve complex technical issues related to Akamai products and infrastructure.
• Work with customer technical teams on pre- and post-sales issues to investigate root problems using data analysis from Akamai’s distributed network and origin interaction.
• Develop methods and best practices for delivering outstanding service and share knowledge via knowledge base articles.
• Act as SME for multiple products and coordinate with engineering to ensure new services can be supported during introduction.
• Define, prioritize customer feedback into engineering requirements for future Akamai enhancements and collaborate with engineering and product management to implement them.

Job description

Job Title: Senior Cloud Support Engineer
Work Location: 145 Broadway, Cambridge, MA 02142

Job Description

Define and resolve complex technical issues related to Akamai products and infrastructure. Work with customer technical teams on pre- and post- sales technical issues to investigate root problems involving complex data analysis from Akamai’s distributed network and examination of interaction with origin infrastructure. Develop methods and best practices for delivering outstanding service, as well as participating in knowledge sharing through creation of knowledge base articles. Act as subject matter expert for multiple products and services, and work with engineering to ensure that new services can be supported as part of the introduction process. Define, coordinate, and prioritize customer feedback and ideas into engineering requirements for future enhancements to Akamai services, and working with engineering and product management to implement enhancements. Telecommuting permitted from anywhere in the United States. [AG0209]

Required Qualification

• Master’s degree or foreign equivalent in Master Computer Science, Software Engineering, IT, Electrical Engineering, Electronics Engineering, Computer Engineering, Computer Networking, Telecommunication Networks, or Telecommunications.
• Must Have: Any prior academic or professional experience with the following: network security & management; network protocols for switching and routing including gateway protocols and multiprotocol label switching; internet protocol technology such as TCP/IP, user datagram protocol, and hypertext transfer protocol; broadband networks, frame relays, and SMDS; network management for network types including mesh, bus, and star networks; event simulation and queueing using wireshare, netflow, and tcpdump; and wireless networking.
• Alternatively, employer will accept a Bachelor’s degree or foreign equivalent in Computer Science, Software Engineering, IT, Electrical Engineering, Electronics Engineering, Computer Engineering, Computer Networking, Telecommunication Networks, or Telecommunications, plus five (5) years of experience in the job offered or closely related engineering role.

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 $138,382-$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.