Associate Cloud Support Engineer (Chat Process - Night Shift)

Job Summary

Would you like to provide customer support for Akamai Web Performance, Media, Security and Compute products?

Would you like to deliver 30% of the internet worldwide daily?

Join our world class Technical Support team.

Our team strives to be the most trusted support services partner and to keep our customers online businesses up and running. Akamais Cloud Support Engineers strive to deliver a best-in-class support experience for the worlds largest organizations. Our engineers are recognized for their expert knowledge of cutting-edge technology, customer empathy, and staying calm under pressure.

Responsibilities

You will deliver technical assistance for Akamais Web, Media performance delivery, Security, and Edge Compute services to valued customers. Responsibilities include resolving technical issues, ensuring optimal product use, and fostering customer relationships. Support is offered remotely through a ticketing system, email, and online calls, ensuring efficient communication and accurate documentation of all interactions.

• Working as a trusted partner to troubleshoot and mitigate complex technical issues for accounts in the global regions.
• Leading technical investigations across Akamais Connected Cloud Platform worldwide.
• Owning the customer problems until resolutions and collaborating with internal teams across time zones.
• Using and maintaining the Akamai Knowledge Database while utilizing a continuous improvement approach.
• Providing feedback into improving our internal tools, procedures and working towards becoming an SME.

Requirements

• Have 6 months to 1.5 years of experience and a bachelors degree in computer science engineering or relevant fields.
• Have a passion for delivering excellent service, in a customer facing role providing business to business support.
• Have knowledge of, and a demonstratable understanding of standard internet protocols such as TCP/IP, UDP, QUIC, DNS, HTTP, BGP
• Have experience with Linux specifically in Bash/Shell command line environment covering application logs.
• Have demonstrable experience in programming languages (such as Python, Java, also with web technologies such as HTML and Javascript)

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.