Cloud Support Engineer II

Be part of a world class technical team supporting the biggest online companies and events.

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

Join our best-in-class global technical support family

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 companies and Government Agencies. As an expert team, we share knowledge and use feedback to improve products and services.

Partner with the best

As a Cloud Support Engineer II, responsibilities include providing critical technical service and support for global online customers. This role involves ensuring the availability, performance, and security of cloud systems while improving processes and metrics. You will contribute to delivering an exceptional support experience through optimization and continuous enhancement of operational practices.

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

• Owning the problem resolution and working independently to address customer concerns & technical issues in a timely manner.
• Driving troubleshooting and complex data analysis of the Akamai platform/services for quick mitigation & prevention of customer issues.
• Collaborating and leading communications(emails/calls) with internal+external stakeholders to effectively manage complex situations
• Supporting your peers by prioritizing pooled customer work, ensuring quality handover of work and knowledge.
• Elevating the knowledge of the org and our customers via technical writing and contributions to articles.
• Improving technical and business expertise through technology specializations, staying updated, and contributing to processes, operations, and innovation.

Do what you love

To be successful in this role you will:

• Possess expertise in computer science, engineering, or related fields with 4+ of experience delivering technical solutions and supporting B2B clients.
• Be well-versed in 'how the internet works', its underlying protocols (DNS, HTTP/S, TCP/IP) and Linux/Unix basics.
• Have experience working on web application issues (HTML, JavaScript, JSP)
• Possess analytical problem-solving skills with the ability to resolve complex technical issues, including prioritization of workload & responsibilities.
• Have a Customer-first attitude with the ability to empathize and communicate effectively (written/verbal) to deliver exceptional customer experiences
• Possess great interpersonal skills, working as a team player. Be self-motivated and passionate about what you do.

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.

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.