Senior Technical Support Engineer - Cambridge, MA or Dallas, TX

Akamai Technologies, Inc.; Montpelier (VT); Hybrid; USD 105,000 - 190,000; Full time

Benefits offered by this job

Health benefits

401K savings plan

Employee stock purchase plan

Job summary

Akamai Technologies, Inc. is seeking a Senior Technical Support Engineer to join our global team. You will resolve complex security and networking issues for enterprise customers, with a strong emphasis on customer success and professional communication.

This role supports remote work with occasional on-site travel to customer locations. Candidates should have a Bachelor’s degree in CS or related field and at least 8 years of relevant experience in technical support or a closely related area.

Qualifications

• 8+ years of relevant experience in technical support or related field.
• Strong ability to troubleshoot complex product and network issues.
• Excellent communication skills with customers and internal teams.
• Experience with resolving enterprise customer cases and maintaining high satisfaction.

Responsibilities

• Learn and gain in-depth experience in network security.
• Resolve customer support cases for worldwide enterprise customers.
• Ensure customer success and high satisfaction across interactions.
• Travel on-site when needed while supporting remote customers.

Skills

Troubleshooting

Customer communication

Collaboration

Security/networking knowledge

Education

Bachelor's degree in Computer Science or related field

Job description

Are you excited by the prospect of working with prestigious global brands?

Do you enjoy working with customers to solve complex technical problems?

Join our prestigious technical support team

Our team boasts some of the most talented and experienced cyber security and data center experts in the field. We're always looking for new people to inspire us, inspire us, and make us better. We utilize tools, process and knowledge to diagnose and resolve product, platform, and customer issues.

Collaborate with the best known global brands

We are looking for a customer-oriented, highly technical, senior technical support engineer to join our dedicated team. This is an opportunity for the right candidate to work with an innovative technology that is setting the ground to the way organizations protect their key applications and assets from advanced cyber threat.

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

• Learning and gaining in depth experience in network security

• Resolving customer support cases for our worldwide enterprise customers

• Ensuring customer success while maintaining high customer satisfaction throughout all interactions

• Working remotely to support our customers with the ability to travel on-site when needed

Do what you love

To be successful in this role you will:

• Have 8 years of relevant experience and a Bachelor's degree in Computer Science or related field or its equivalent.

• Have knowledge in two of the three technologies: Operating System (Linux, Windows), Networking, Virtualization

• Have high availability and a responsiveness mindset

• Have experience in troubleshooting and deploying software or networking equipment

• Have ability to communicate professionally with customers and collaborate with internal stakeholders.

• Be a U.S. citizen and eligible to obtain a security clearance in the future.

There are occasions where this role will require your presence in a local Akamai office. Although infrequent, applicants should be aware that limited office attendance will be required.

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 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.

This position requires candidates to be located within the Cambridge, MA or Dallas, TX area.

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 Aff…