Akamai Technologies, Inc. Technical Support Engineer II.. in Cambridge, Massachusetts

Technical Support Engineer II..

Cambridge, United States

Technical Support

Jun 28, 2018 Post Date

013223 Requisition #

As a Technical Support Engineer II you will be an integral member of a team responsible for quickly resolving highly technical, complex issues. Your role will be critical in maintaining the trust of our customers. You will be working directly with our customers’ technical operations teams in defining issues, resolving them, or leading a cross-functional team to drive resolutions.

Responsibilities

  • Work to resolve technical issues related to Akamai’s products and infrastructure as reported by our customers' technical staff.

  • Work independently with our customers' technical teams on both pre- and post- sales technical issues. The investigation of technical issues may involve complex data analysis from Akamai's distributed network and an in-depth examination of the interaction between Akamai and the customer's origin infrastructure.

  • Demonstrate leadership and work independently to resolve complex technical problems, including escalations to our product engineers.

  • Develop methods and best practices for delivering outstanding service, as well as participate in knowledge sharing through the creation of knowledge base articles.

  • Work as a technical resource on engineering bridges on complex issues.

  • Subject Matter Expert of multiple product/services and work with engineering to ensure that new Akamai services can be supported as part of the New Product Introduction (NPI) process.

  • Define, coordinate, and prioritize customer feedback and ideas into engineering requirements for future enhancements to Akamai's services. Work closely with Engineering and Product Management to implement these enhancements.

  • Work closely with and manage issue-specific cross-functional teams composed of Engineering, Operations, Sales, Professional Services, and Account Management representatives.

  • Define requirements and/or code tools in order to automate troubleshooting tasks.

  • Mentor others on the team, assist with the design and delivery of product/technical trainings.

About the Team

You will be part of the Global Customer Care Priority Organization supporting our global customers, which include many Fortune 500 corporations. You will be dealing with them on a daily basis as the primary interface in supporting the technical aspects of Akamai network services and applications they use. 

Required Education and Experience

Applicants must meet one of the following education and experience requirements:

  • Minimum 5 years of relevant experience and a Bachelor’s degree Computer Science, MIS, Engineering, another related field or its equivalent or

  • Minimum 3 years of relevant experience and a Master’s degree Computer Science, MIS, Engineering or another related field.

Required Skills

  • 5+ years experience in technical support, engineering, IT, project management or consulting.

  • 3+ years of customer-facing experience.

Desired Skills

  • Knowledge of how the Internet works (HTTP and DNS).

  • Programming knowledge and experience (Perl/shell scripting or Java preferable).

  • Knowledge of common network protocols (TCP/IP, ICMP) and tools.

  • Knowledge of web programming (HTML, javascript, ASP, JSP)

  • Familiarity with technologies like: J2EE (using Tomcat and/or Websphere) or .NET architecture, Web Services (SOAP, XML), Configuring webservers (Apache, IIS) and the infrastructure necessary to support a dynamic website (load balancers, connecting to databases, etc), SQL and databases.

  • Customer focus, acts with the customer in mind, anticipates future needs and dedicated to providing superior service.

  • Problem solving ability, creativity to "think-outside-the-box", proven track record in proposing and implementing new solutions for customers.

  • Excellent verbal and written communication skills, ability to disseminate information in a clear and correct manner to both business and technical audiences.

  • Strong relationship building skills, can positively influence the actions of others and works as a team player.

  • Ability to manage multiple priorities, commitments and projects.

  • Self-motivated, directed and passionate about what you do. Strives for results.

  • Demonstrated leadership ability, prior experience mentoring others.

  • Ability to think strategically and proactively deliver solutions that address customer needs.

About Akamai Technologies

Akamai is the global leader in Content Delivery Network (CDN) services, making the Internet business ready—fast, reliable, and secure—for its customers. The company's advanced web performance, mobile performance, cloud security and media delivery solutions are revolutionizing how businesses optimize consumer, enterprise and entertainment experiences for any device, anywhere. Headquartered in Cambridge, MA, Akamai has offices around the world and operates the most pervasive, highly distributed CDN—with more than 200,000 servers in 110 or more countries—delivering up to 30% of all Web traffic. Learn more atwww.akamai.com/careers.

Akamai is a growing, and evolving, company with offices and operations around the world. As such, we strive to foster inclusive and representative workplaces where all employees are wholly welcome, and enabled to share and benefit from each other’s diverse contributions, as one global team. Our commitment to diversity reaches beyond our corporate offices, to our business partners and suppliers who share the same principles, and whose employees we value as integral to the Akamai business family. Learn more atwww.akamai.com/diversity.