Are you excited about working with cutting-edge technologies?
Would you like to work with our Zero Trust portfolio?
Join our Global Escalation Team
As a Senior Product Support Engineer, you will become a key technical contributor within a global expert team responsible for the escalations of Akamai's Enterprise Access and Security Group. We're looking for excellent technical staff to create and support core technology to deliver a secure, accelerated experience to enterprise customers.
Partner with the best
In this role, you will provide escalation support for security products including our Zero Trust Security platform. You'll focus on cutting-edge services, ensuring application and network performance, reliability, and security for users connecting through Akamai's Zero Trust platform.
As a Senior Product Support Engineer, you will be responsible for:
- Providing Escalation Support to resolve issues that were unable to bring to resolution by lower support tiers.
- Analyzing software issues and work closely with R&D and PM to prioritize and schedule their fixes.
- Representing the organization as an SME/Technical Lead in internal and external correspondence
- Managing partners integration and Beta Support
- Participating in our on call schedule (~2 occurrences per quarter).
Do what you love
To be successful in this role you will:
- Have 8+ years in a technical support position and have a bachelor's degree in Computer Science, similar degree or relevant experience
- Have 8+ years as escalation engineer within L3/L4 support groups for cloud-based solutions
- Be able to troubleshoot issues using tools such as Wireshark, browser developer tools, Fiddler, and log collectors.
- Show understanding of HTTP/S, TLS/SSL, reverse proxy and related web technologies
- Demonstrate experience with DNS and authentication schemes including SAML, Kerberos, NTLM, OIDC, and OAuth2
- Have understanding of TCP/IP, Linux systems, Networking Products, and Microsoft Server Technologies
- Be comfortable working with Linux systems, shell commands, Python scripting, virtualization (VMware, AWS, Azure, Linode) and container-based deployment (Kubernetes or Docker)
- Be eligible to obtain and Secret Security Clearance
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.
Compensation
Akamai is committed to fair and equitable compensation practices. For US based candidates only - the base salary for this position ranges from $126,800 - $228,200/year; a candidate’s salary is determined by various factors including, but not limited to, relevant work experience, skills, certifications and location. Compensation for candidates outside the US will vary. The compensation package may also include incentive compensation opportunities in the form of annual bonus or incentives, equity awards and an Employee Stock Purchase Plan (ESPP). Akamai provides industry-leading benefits including healthcare, 401K savings plan, company holidays, vacation (in the form of PTO), sick time, family friendly benefits including parental leave and an employee assistance program including a focus on mental and financial wellness; Eligibility requirements apply.
Skills Required
- 8+ years in a technical support position
- Bachelor's degree in Computer Science or relevant experience
- 8+ years as escalation engineer within L3/L4 support groups for cloud-based solutions
- Ability to troubleshoot using tools such as Wireshark and Fiddler
- Understanding of HTTP/S, TLS/SSL, and reverse proxy technologies
- Experience with DNS and authentication schemes
- Knowledge of TCP/IP, Linux systems, and Microsoft Server Technologies
- Comfortable working with Linux systems and shell commands
- Familiarity with Python scripting and cloud technologies
- Eligibility to obtain Secret Security Clearance
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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