Are you excited about working with cutting-edge technologies?
Would you like to work with our Zero Trust portfolio?
Join our Product Support Team
As a Product Support Engineer, you will join a small team of global technical experts providing advanced support and cloud operations for Akamai's Enterprise Security solutions, including our industry-leading Zero Trust Security platform. You will play a key role in resolving complex technical issues and ensuring the reliability and success of our customers' environments.
Partner with the best
In this role, you will focus on delivering a cutting-edge suite of services to ensure the performance, reliability, and security of applications and networks for users of the Akamai Zero Trust platform. You will work closely with strategic partners, Akamai TAC, Product Managers, Field/Sales Engineers, and Development Engineering to drive customer success.
As a Product Support Engineer, you will be responsible for:
- Providing Tier 3 escalation support by analyzing, troubleshooting, and resolving complex technical issues across Akamai Zero Trust Platform.
- Resolving issues that were unable to be brought to resolution by lower support tiers
- Developing scripts and delivering custom solutions and workarounds to help partners and customers resolve complex technical challenges.
- Analyzing product bugs and working closely with R&D and Product Management to prioritize and schedule their fixes.
- Providing technical training and developing technical procedures and support documentation.
- Providing Pre-Sales and Post-Sales services.
- Representing the business unit as a Subject Matter Expert/Technical Lead in internal and external correspondence.
Do what you love
To be successful in this role you will:
- Have 5+ years of experience in a technical support escalation role for a cloud-based solution.
- Have deep experience with the DNS client, server, and protocol, including DNS over HTTP/TLS.
- Have knowledge and experience working with a variety of authentication schemes, including SAML, Kerberos, NTLM, OIDC, and OAuth2.
- Have experience working with a variety of on-premise and cloud hypervisors such as VMware, VirtualBox, Nutanix, Hyper-V, AWS, Azure, Docker, and GCE.
- Demonstrate good understanding of HTTP/S and web technologies, with experience in troubleshooting using tools such as Wireshark, browser developer tools, Fiddler, and Kibana.
- Know common Microsoft server technologies such as Active Directory, Remote Desktop Services, and AD FS
- Have experience with security products (e.g. Firewall, Secure Web Gateway, Zero Trust Network Solutions), Linux, networking, scripting, and a solid understanding of TCP/IP.
- Can demonstrate a working knowledge of a variety of AI Learning Models.
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.
Skills Required
- 5+ years of experience in a technical support escalation role for a cloud-based solution.
- Deep experience with DNS client, server, and protocol, including DNS over HTTP/TLS.
- Knowledge and experience with authentication schemes: SAML, Kerberos, NTLM, OIDC, OAuth2.
- Experience with on-premise and cloud hypervisors: VMware, VirtualBox, Nutanix, Hyper-V, AWS, Azure, Docker, GCE.
- Strong understanding of HTTP/S and web technologies; troubleshooting with Wireshark, browser developer tools, Fiddler, and Kibana.
- Knowledge of Microsoft server technologies: Active Directory, Remote Desktop Services, AD FS.
- Experience with security products (Firewall, Secure Web Gateway, Zero Trust Network Solutions), Linux, networking, scripting, and TCP/IP.
- Working knowledge of a variety of AI learning models.
Akamai Technologies Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Akamai Technologies and has not been reviewed or approved by Akamai Technologies.
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Leave & Time Off Breadth — Unlimited PTO in the U.S., wellness days, paid volunteering time, and the FlexBase model contribute to broad time‑off flexibility. These practices are described as supporting strong work‑life balance.
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Parental & Family Support — Generous paid parental leaves, paid family care leave, subsidized backup childcare, and inclusive family‑building benefits via Carrot form a comprehensive family support suite. Coverage spans fertility support through caregiving resources.
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Retirement Support — A 401(k) with a substantial company match and immediate vesting, plus Roth and Mega Backdoor Roth options, underpin long‑term savings. These features provide reliable long‑term savings opportunities.
Akamai Technologies Insights
What We Do
At Akamai, we make life better for billions of people, billions of times a day. Every moment, billions of people, all over the world, are using the internet to shop, play games, look after finances, learn remotely, share videos, connect across the world, and so much more. These life-shaping digital experiences wouldn’t be possible without Akamai. We power and protect life online. It’s an extraordinary mission, and our global teams achieve it by solving the toughest challenges, and turning the impossible into the possible. With the world’s most distributed compute platform — from cloud to edge — we make it easy for businesses to develop and run applications, while we keep experiences closer to users and threats farther away. That’s why innovative companies worldwide choose Akamai to build, deliver, and secure their digital experiences. Thanks to our world’s most distributed platform for cloud computing, security, and content delivery. Akamai keeps applications and experiences closer and threats farther away. Devoted, determined problem-solvers who share a passion for technology, we’re always pushing ground-breaking ideas and driving innovation. Do you want to power and protect life online, by solving the toughest challenges with us? Be part of an amazing team!
Why Work With Us
Our people are devoted, determined problem-solvers who share a passion for technology. We find solutions through persistence, and push ground-breaking ideas forward with urgency and courage. This creates an environment where we harness creative energy and drive innovation. We are inclusive and diverse, and we love to collaborate across the world.
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