Senior Zero-Trust Escalation Engineer

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

Benefits offered by this job

Health benefits

FlexBase program

Remote/hybrid options

Job summary

Akamai invites a Senior Product Support Engineer to join our Global Escalation Team. You will serve as a technical SME for Akamai's Zero Trust portfolio, providing escalation support and coordinating with R&D and PM to prioritize fixes.

You will troubleshoot using Wireshark, browser tools, and log collectors; work on DNS, TLS, HTTP/S, and cloud-based security products; participate in on-call rotations and support enterprise customers with secure, reliable delivery.

Qualifications

• Bachelor's or higher in CS or related field.
• 5+ years in L3/L4 escalation support for cloud solutions.
• Proficient with Wireshark, Fiddler, and log analysis tools.
• Experience with DNS, SSL/TLS, and web security concepts.
• Eligible for Secret clearance.

Responsibilities

• Provide Escalation Support for issues not resolved by lower tiers.
• Analyze software issues; coordinate with R&D and PM to prioritize fixes.
• Represent the organization as SME/Technical Lead in communications.
• Manage partners integration and Beta Support.
• Participate in on-call schedule (~2 per quarter).

Skills

Technical support

Escalation engineer

Wireshark

Browser tools

Fiddler

Log collectors

HTTP/S knowledge

TLS/SSL

DNS & SAML

Kerberos

NTLM

OIDC

OAuth2

TCP/IP

Linux systems

Python scripting

VMware

AWS

Azure

Kubernetes

Docker

Secret clearance eligible

Education

Bachelor's degree in CS or related

Job description

Akamai invites a Senior Product Support Engineer to join our Global Escalation Team. You will serve as a technical SME for Akamai's Zero Trust portfolio, providing escalation support and coordinating with R&D and PM to prioritize fixes.

You will troubleshoot using Wireshark, browser tools, and log collectors; work on DNS, TLS, HTTP/S, and cloud-based security products; participate in on-call rotations and support enterprise customers with secure, reliable delivery.