Cloud support engineer ii

Do you love leading and motivating world class technical support team?

Would you like to work across diverse geographies, environments, cultures and technologies?

Join our best-in-class technical support team

Our Technical Support Organization owns the end-to-end resolution of complex technical issues for our global customers. We collaborate for excellence, serving Fortune 500 and Government clients. As an expert team, we share knowledge and use feedback to improve products and services.

Partner with the best

At Akamai, as a Cloud Support Engineer II, lead critical global technical support for online customers. Drive process improvement, operational optimization, and top-tier service metrics.

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

• Delivering reliable B2B customer support via Akamai's Chat/Email for diverse Enterprise and SMB clients.
• Problem-solving, collaborate internally for quick technical issue resolution, ensuring peak performance on Akamai's Network for customers.
• Analyzing Akamai Network issues, create proactive solutions, and investigate for improved performance.
• Adapting communication style for real-time chat, Methodically diagnose and resolve intricate technical challenges, and email support.
• Balancing priorities effectively, giving utmost importance to urgent matters while maintaining precision in issue resolution.
• Driving customer success through needs understanding, CDN guidance, and facilitating training.

Do what you love

To be successful in this role you will:

• Have 3-4 years experience, bachelor's in computer science/engineering.
• Have at least 2+ years technical B2B support, including enterprise Chat Channel experience.
• Have to showcase solid internet knowledge (DNS, HTTP/S, TCP), grasp Linux/Unix basics, VPN, SAML and authentication processes.
• Possess exceptional written communication skills with the ability to effectively prioritize workloads and convey technical matters to stakeholders with varying technical expertise.
• Cultivate a customer-centric approach, showcasing remarkable interpersonal skills tailored to the diverse needs of clients.
• Thrive in a dynamic, environment that emphasizes collaboration and adaptability.

About us

At Akamai, we make life better for billions of people, trillions of times a day. Whether you're streaming live events, scrolling social media, watching your favorite series, or managing your savings, we're the engine behind the scenes. We provide the world's most distributed platform from Cloud to Edge to help the giants of the digital world work faster and stay more secure, making the internet a better experience for everyone.

Our focus is simple:

• Cloud and Edge: Running apps closer to users for instant performance.
• Security: Neutralizing threats before they ever reach your data.
• Content Delivery: Scaling the world's biggest moments without a glitch.
• AI: Enabling our customers to build, secure, and scale AI apps on the world's most distributed cloud platform.

At Akamai, we don't just support the internet; we power and protect it, because behind every great digital experience is a massive hidden challenge. And we're the ones who solve it. When millions of people hit play or pay, Akamai ensures it just works.

Benefits at Akamai: We support your health, well-being, finances, and life beyond work. See our benefits. https://www.akamai.com/careers/working-at-akamai?utm_source=akamai&utm_medium=social&utm_campaign=benefits

FlexBase adapts to your job's needs

Akamai's FlexBase program is yet another way we show our commitment to providing employees with an exceptional workplace experience. It's not about telling employees where to work; it's about supporting employees to do their best work.

We trust our incredible employees to work in ways that suit them best: at home, in an office, or a combination of both.

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