Senior Product Support Engineer — Zero Trust

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

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