Technical Support Engineer Akamai Technologies
Cambridge, MA

Job Description

As a Technical Support Engineer 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.

About the Team

You will be part of Akamai's best-in-class technical support team supporting our global customers. As a member of this team you will work in a highly collaborative environment to deliver excellent customer support.

Responsibilities

* 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.
* 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.

Required Education and Experience

Applicants must meet one of the following education and experience requirements:

* Bachelor's Degree in Computer Science, Computer Engineering or Management Information Systems, Electronic Engineering, Network Engineering or relevant field.

Required Skills

* 2 years experience in technical support, engineering, IT, project management or consulting

Desired Skills

* Master's Degree preferred
* 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.
* Knowledge of web programming (HTML, javascript, ASP, JSP)
* 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.
* Customer focus, acts with the customer in mind, anticipates future needs and dedicated to providing superior service.
* Problem solving ability, creativity to "think-outside-the-box", proven track record in proposing and implementing new solutions for customers.
* Excellent verbal and written communication skills, ability to disseminate information in a clear and correct manner to both business and technical audiences.
* Strong relationship building skills, can positively influence the actions of others and works as a team player.
* Ability to manage multiple priorities, commitments and projects.
* Self-motivated, directed and passionate about what you do. Strives for results.

Akamai Technologies 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.