Cloud Support Engineer II

Akamai•Cambridge, MA

10d•$102,128 - $149,800•Remote

About The Position

Performing technical service support for global online customers. Improving processes, optimizing operations, and improving metrics, leading to industry-leading support experience. Working as a trusted support partner to resolve customer’s queries and technical issues. Owning problem resolution and collaborating with internal teams to ensure customer success on the Akamai platform. Leading investigations across Akamai’s Distributed Network for optimized performance and delivery for customers. Analyzing existing technical issues across Akamai’s Distributed Networks and proposing solutions to prevent issues from recurring.

Requirements

Master’s degree or foreign equivalent in Computer Science, Software Engineering, Information Technology Management, Electrical Engineering, Electronics Engineering, Computer Engineering, Computer Networking, or Telecommunications Engineering
Two (2) years of experience in the job offered or closely related engineering role.
Two (2) years of experience with diagnosing and troubleshooting cloud-related technical issues, HTTP/S, TCP/IP, DNS, SSL/TLS, Linux/Unix, tcpdump, and monitoring systems.

Responsibilities

Performing technical service support for global online customers.
Improving processes, optimizing operations, and improving metrics, leading to industry-leading support experience.
Working as a trusted support partner to resolve customer’s queries and technical issues.
Owning problem resolution and collaborating with internal teams to ensure customer success on the Akamai platform.
Leading investigations across Akamai’s Distributed Network for optimized performance and delivery for customers.
Analyzing existing technical issues across Akamai’s Distributed Networks and proposing solutions to prevent issues from recurring.