Akamai Technologies, Inc. Technical Support Engineer II in Tokyo-To, Japan
Technical Support Engineer II
Jun 04, 2018 Post Date
013221 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.
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.
You will be part of a global team dedicated to support Japan customers under a follow-the-sun model (Tokyo, Boston, San Francisco) – No night shift!
You will also actively involve with peers overseas.
You will work in a highly collaborative environment to deliver excellent Customer Support.
*Bachelors Degree in Engineering or Computer Science
*Detailed knowledge across the spectrum of Internet technologies
*Excellent business writing, communication, and presentation skills
*5+ years of experience in technical support, engineering, IT, project management or consulting
*Customer facing experience
*Desire and ability to provide leadership to a rapidly expanding team
*Proven analytical abilities and a strong work ethic
*Consultative attitude to customer engagements
*Methodical approach to problem solving
*Ability to prioritize workload and manage customer expectations directly or as part of a team
*Passionate attitude to internal collaboration and communication
*Commitment to self-improvement and education
*Fluent in Japanese and business level English (written and spoken)
*Prior exposure to working within a Global team, or for Japanese arm of US parent company
*Prior experience in the Web Architecture, Applications design, testing/optimization
*Previous experience of working with 3rd Party integrators/organizations on joint initiatives/projects
*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.
*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.
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.