Senior Cloud Support Engineer

Akamai•Cambridge, MA

4d•$138,382 - $189,600•Hybrid

About The Position

Akamai Technologies, Inc. is hiring for the following role in Cambridge, MA (multiple openings): Senior Cloud Support Engineer. 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.

Requirements

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.
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.

Responsibilities

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.
Participate in knowledge sharing through creation of knowledge base articles.
Act as subject matter expert for multiple products and services.
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.
Work with engineering and product management to implement enhancements.