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Product Support Engineer

Akamai•Cambridge, MA
•$105,400 - $189,600•Hybrid
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About The Position

Join our Global Escalation Team as a Senior Product Support Engineer and 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 5+ years in a technical support position and have a bachelor's degree in Computer Science, similar degree or relevant experience
  • Have 5+ 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).

Benefits

  • We support your health, well-being, finances, and life beyond work.
  • FlexBase program
  • healthcare
  • 401K savings plan
  • company holidays
  • vacation (in the form of PTO)
  • sick time
  • family friendly benefits including parental leave
  • employee assistance program including a focus on mental and financial wellness

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What This Job Offers

Job Type

Full-time

Career Level

Senior

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