Senior Product Support Engineer

Akamai•Cambridge, MA

About The Position

As a Senior Product Support Engineer, you will become a key technical contributor within a global expert team responsible for the escalations of Akamai's Enterprise Access and Security Group. We're looking for excellent technical staff to create and support core technology to deliver a secure, accelerated experience to enterprise customers. In this role, you will provide escalation support for security products including our Zero Trust Security platform. You'll focus on cutting-edge services, ensuring application and network performance, reliability, and security for users connecting through Akamai's Zero Trust platform.

Requirements

Have 8+ years in a technical support position and have a bachelor's degree in Computer Science, similar degree or relevant experience
Have 8+ 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).