Job Directory Akamai Senior Lead Technical Support Engineer
Akamai

Senior Lead Technical Support Engineer Akamai
Cambridge, MA

Akamai Technologies is a provider of cloud services for delivering, optimizing and securing online content and business applications across any device.

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About Akamai

Job Description

Senior Lead Technical Support Engineer (Akamai Technologies, Inc.; Cambridge, Massachusetts; multiple positions): Will be an integral member of a team responsible for quickly resolving highly technical, complex issues. Will support our global customers, which include many Fortune 500 corporations, and collaborate with them daily as the primary interface in supporting the technical aspects of Akamai network services, and applications they use. Responsibilities include: customer focus, acts with the customer in mind, anticipates future needs and dedicated to providing superior service; work to resolve technical issues related to Akamai's products and infrastructure as reported by our customers' technical staff; and 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. Will also: 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; act as 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; and define, coordinate, and prioritize customer feedback and ideas into engineering requirements for future enhancements to Akamai's services. Will work closely with Engineering and Product Management to implement these enhancements; work closely with and manage issue-specific cross-functional teams composed of Engineering, Operations, Sales, Professional Services, and Account Management representatives; define requirements and develop tools to automate troubleshooting tasks; mentor others on the team, assist with the design and delivery of product/technical trainings; and constant communication with colleagues.

MINIMUM REQUIREMENTS: Master's Degree in Computer Science, Computer Engineering, Management Information Systems, Electronic Engineering, Network Engineering or relevant field plus 2 years of relevant pre- or post- Master's experience. Alternatively, will accept Bachelor's Degree in Computer Science, Computer Engineering, Management Information Systems, Electronic Engineering, Network Engineering or relevant field plus 6 years of relevant experience.

MUST HAVE: proven significant prior customer-facing experience; proven master knowledge of how the Internet works (HTTP, SSL, and DNS); proven master knowledge of common network protocols (TCP/IP, ICMP) and tools; proven master knowledge of web programming (HTML, javascript, ASP, JSP); proven working knowledge of Web Application technologies such as: 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), SQL and databases; demonstrated excellent verbal and written English skills and a solid communicator who can disseminate information in a clear and correct manner to both business and technical audiences; and demonstrated solid analytical skills and technical writing skills. Unless otherwise specified, Akamai is not seeking a specific amount of experience. All experience can be gained concurrently.

Apply online or send resume to: Amanda Bowen, Human Resources, Akamai Technologies, Inc., 150 Broadway, Cambridge, Massachusetts 02142. Reference: SL-SV-SLTSE-0619.

Akamai Technologies, Inc. is an Affirmative Action, Equal Opportunity Employer that values the strength that diversity brings to the workplace. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, race/ethnicity, protected veteran status, disability, or other protected group status.

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About Akamai

Akamai Technologies is a provider of cloud services for delivering, optimizing and securing online content and business applications across any device.

Headquarters
Size
7379 employees
Akamai

150 Broadway

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