Cloud Support Engineer

Overview

Akamai Cloud Support is a collaborative team focused on delivering exceptional experiences to strategic APJ accounts. The group works together on complex platforms to resolve issues efficiently while fostering shared learning. Knowledge-sharing and feedback are key to improving Akamai's products and services, ensuring continuous growth and customer satisfaction.

Make a difference to our customers

This strategic role serves as the primary customer contact, resolving complex technical issues and collaborating with stakeholders for effective solutions. Additionally, it involves proactively identifying and addressing risks to minimize potential disruptions for clients.

As a Cloud Support Engineer, you will be responsible for:

• Providing effective resolutions to customer inquiries via support tickets, emails, phone calls, and live chat, ensuring prompt and professional assistance.
• Working independently to manage incidents and escalations to closure
• Collaborating with Accounts, Sales, Services, Engineering, and Support teams to ensure customer success on the Akamai platform
• Managing customer support of special high-profile events, such as the Olympics. World cup and other global events
  
  

To be successful in this role you will:

• Possess 2 to 4 relevant experience in computer science, engineering, MIS, or related field equivalent qualifications.
• Demonstrate understanding of fundamental computing concepts: Linux, Virtualization and Cloud Computing technologies like Containers, Kubernetes, VPCs, Storage
• Show expertise in Internet flow, IP networks, DNS, routing, firewalls, and communication protocols like HTTP, TCP/IP, RTMP, or UDP.
• Provide expertise on web applications and deliver technical solutions while offering customer support effectively.
• Demonstrate ability to communicate professionally with customers and collaborate with internal stakeholders
• Demonstrate aptitude for building trusted relationships with customers and team members
• Have language proficiency: English communication skills to support a diverse enterprise customer base.
  
  

Our ability to shape digital life today relies on developing exceptional people like you. The kind that can turn impossible into possible. We’re doing everything we can to make Akamai a great place to work. A place where you can learn, grow and have a meaningful impact.

With our company moving so fast, it’s important that you’re able to build new skills, explore new roles, and try out different opportunities. There are so many different ways to build your career at Akamai, and we want to support you as much as possible. We have all kinds of development opportunities available, from programs such as GROW and Mentoring, to internal events like the APEX Expo and tools such as Linkedin Learning, all to help you expand your knowledge and experience here.

Learn more

Not sure if this job is the right match for you or want to learn more about the job before you apply? Schedule a 15-minute exploratory call with the Recruiter and they would be happy to share more details.