Akamai Technologies, Inc Technical Support Engineer - Hong Kong in Hong Kong, Hong Kong

Technical Support Engineer - Hong Kong

Hong Kong, Hong Kong

Technical Support

Aug 07, 2018 Post Date

013900 Requisition #

About Akamai

As the world’s largest and most trusted cloud delivery and security platform, Akamai makes it easier for our customers to provide the best and most secure digital experiences on any device, anytime, anywhere. Akamai’s massively distributed platform is unparalleled in scale with over 200,000 servers across 130 countries, giving customers superior performance and threat protection. Akamai’s portfolio of web and mobile performance, cloud security, enterprise access, and video delivery solutions are supported by exceptional customer service and 24/7 monitoring. To learn why the top financial institutions, e-commerce leaders, media & entertainment providers, and government organizations trust Akamai please visit www.akamai.com, blogs.akamai.com, or @Akamai on Twitter.​

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 at www.akamai.com/diversity.

About the Job

The excellent service we bring to our customers is one of our most valuable assets in the market. As an Akamai Technical Support Engineer, you will be an integral member of a team responsible for quickly resolving highly technical, complex issues and providing solutions to customer problems. You will be critical in maintaining the trust of our customers when working with our customers' technical operations teams to define the issue, resolve it, or enlist a cross-functional team to resolve it. To deliver the best possible service, you will cooperate with the professional services and International Account Team.



About the Team

You will be part of the International Customer Care 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.


Responsibilities

  • Work and resolve technical problems and issues reported from the technical staff of our customers related to Akamai’s products and Infrastructure.


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

  • Demonstrate Customer Orientation: You are able to understand quickly what the customer wants and the associated technical and business impact.

  • Work with an English speaking, multicultural team, operating in different time zones.

  • Show your ability to mentor and guide other members of the Customer Care Organization.


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


  • Develop methods and best practices for delivering outstanding service.

  • Participate to share knowledge through creation of knowledge base articles about solved issues.


  • Define, coordinate, and prioritize customer feedback and convert it to ideas into engineering requirements for future enhancements to Akamai's services, In addition you will team up with Engineering and Product Management to implement these enhancements.

  • Flexible working time (for example willing to work “occasionally” shifted hours or weekends).

Qualifications

  • BS/University Degree in Computer Science/Engineering. Masters/PhD or similar education/working experience.


  • 3-5 years’ experience in engineering, systems administration, engineering support or consulting.

  • Fluent Mandarin and excellent English phone and writing skills are required. Cantonese is a plus.

  • Experience with UNIX shell scripting, Perl, Java.


  • In depth knowledge of HTTP, SSL, DNS, network routing, common network protocols (TCP/IP) and tools (ping, traceroute).

  • Knowledge of web programming (HTML, JavaScript, ASP, JSP).


  • Strong analytical skills and technical writing skills; excellent communicator who can disseminate information in a clear manner to both business and technical audiences.


  • Must be able to resolve complex, highly technical issues; creative and able to "think-out-of-the-box", propose and implement new Solutions for customers.


  • Self-motivated and capable of managing multiple priorities and commitments.

  • Strong team players who enjoy working in a fast paced team atmosphere.

About Akamai Technologies

Akamai secures and delivers digital experiences for the world's largest companies. Akamai's intelligent edge platform surrounds everything, from the enterprise to the cloud, so customers and their businesses can be fast, smart, and secure. Top brands globally rely on Akamai to help them realize competitive advantage through agile solutions that extend the power of their multi-cloud architectures. Akamai keeps decisions, apps and experiences closer to users than anyone - and attacks and threats far away. Akamai's portfolio of edge security, web and mobile performance, enterprise access and video delivery solutions is supported by unmatches customer service, analytics and 24/7/365 monitoring. To learn how Akamai is shaping the future of digital transformation, visitwww.akamai.comand follow @Akamaijobs onTwitter,Facebook,LinkedInandInstagram.

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.

Akamai Technologies is an Affirmative Action, Equal Opportunity Employer. If you'd like more information about EEO rights under United States law, please clickhere.