Associate Cloud Support Engineer (Chat Process - Night Shift)

Would you like to provide customer support for Akamai Web Performance, Media, Security and Compute products?

Would you like to deliver 30% of the internet worldwide daily?

Join our world class Technical Support team

Our Team strives to be the most trusted support services partner and to keep our customers online businesses up and running. Akamai's Cloud Support Engineers strive to deliver a best-in-class support experience for the world's largest organizations. Our engineers are recognized for their expert knowledge of cutting-edge technology, customer empathy, and staying calm under pressure.

Partner with the best

You will deliver technical assistance for Akamai's Web, Media performance delivery, Security, and Edge Compute services to valued customers. Responsibilities include resolving technical issues, ensuring optimal product use, and fostering customer relationships. Support is offered remotely through a ticketing system, email, and online calls, ensuring efficient communication and accurate documentation of all interactions.

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

• Working as a trusted partner to troubleshoot and mitigate complex technical issues for accounts in the global regions.
• Leading technical investigations across Akamai's Connected Cloud Platform worldwide.
• Owning the customer problems until resolutions and collaborating with internal teams across time zones.
• Using and maintaining the Akamai Knowledge Database while utilizing a continuous improvement approach.
• Providing feedback into improving our internal tools, procedures and working towards becoming an SME.

Do what you love

To be successful in this role you will:

• Have 6 months to 1.5 years of experience and a bachelor's degree in computer science engineering or relevant fields.
• Have a passion for delivering excellent service, in a customer facing role providing business to business support.
• Have knowledge of, and a demonstratable understanding of standard internet protocols such as TCP/IP, UDP, QUIC, DNS, HTTP, BGP
• Have experience with Linux specifically in Bash/Shell command line environment covering application logs.
• Have demonstrable experience in programming languages (such as Python, Java, also with web technologies such as HTML and Javascript)

Build your career at Akamai

Our ability to shape digital life today relies on developing exceptional people like you. The kind that can turn impossible into possible. We’re doing everything we can to make Akamai a great place to work. A place where you can learn, grow and have a meaningful impact.

With our company moving so fast, it’s important that you’re able to build new skills, explore new roles, and try out different opportunities. There are so many different ways to build your career at Akamai, and we want to support you as much as possible. We have all kinds of development opportunities available, from programs such as GROW and Mentoring, to internal events like the APEX Expo and tools such as Linkedin Learning, all to help you expand your knowledge and experience here.

Learn more

Not sure if this job is the right match for you or want to learn more about the job before you apply? Schedule a 15-minute exploratory call with the Recruiter and they would be happy to share more details.