Cloud Support Engineer

About the role

Would you like to solve technical challenges for our customers? Are you passionate about ensuring customer success? Join our world class Technical Support team. Our team strives to be the most trusted support services partner. We strive to keep our customers' online businesses up and running. We utilize tools, process and knowledge to diagnose and resolve product, platform, and customer issues. We deliver media and security services to proactively maintain quality and protect our customers' online presence. Make a difference to our business. As a Cloud Support Engineer, you will solve complex technical issues for our customers. Through proactively reviewing and mitigating risks you'll minimize potential disruptions for some of the top internet companies.

Responsibilities

• Collaborating with customers and internal cross-functional teams to identify, diagnose, resolve and report on technical issues
• Contributing to the strategic direction of the global support team to develop and implement best practices
• Partnering with internal Sales, Services, Engineering and Support teams to ensure customer success on the Akamai platform
• Working with customers to manage customer incidents and escalations to closure
• Communicating with customers in Spanish and internal communication in English (written and spoken)

Requirements

• Have 2 years of experience working on web application issues (HTML, JavaScript, JSP) and a Bachelor's degree or its equivalent
• Be well versed in internet protocols such as HTTP(S), TCP/IP, DNS, SSL, network routing and troubleshooting
• Be experienced in providing technical solutions and support to customers
• Demonstrate ability to communicate professionally with customers and collaborate with internal stakeholders

Benefits

• Healthcare
• 401(k) savings plan
• Company holidays
• Vacation (in the form of PTO)
• Sick time
• Family friendly benefits including parental leave
• Employee assistance program with a focus on mental and financial wellness

Pay

Akamai is committed to fair and equitable compensation practices. For US based candidates only, the base salary for this position ranges from $65,700 to $118,300 per year; a candidate’s salary is determined by various factors including, but not limited to, relevant work experience, skills, certifications and location. Compensation for candidates outside the US will vary. The compensation package may also include incentive compensation opportunities in the form of annual bonus or incentives, equity awards and an Employee Stock Purchase Plan (ESPP).