Senior Technical Support Engineer - Remote

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Written by AI from the job title and company, not by Akamai Technologies, so some details may not match this job. The employer's own page has the real description.

Job Overview

The Senior Technical Support Engineer at Akamai Technologies is responsible for delivering exemplary technical support to our clients and partners, ensuring high availability and satisfaction with our services. This role involves diagnosing issues, providing solutions, collaborating with internal teams, and educating customers about product features and capabilities. The ideal candidate will leverage their technical expertise and customer service skills to enhance the overall user experience and sustain our reputation for excellence in technical support.

Job Responsibilities

• Provide advanced technical support to customers via phone, email, and chat.
• Troubleshoot and resolve complex issues related to Akamai’s products in a timely manner.
• Collaborate with product engineering teams to provide feedback and improvements based on customer interactions.
• Document and track issues using internal tools and systems to ensure accurate reporting and follow-up.
• Educate clients about the best practices for using Akamai’s products and services.
• Participate in on-call support rotation and respond to critical incidents as necessary.
• Train and mentor junior support staff to enhance team capabilities.

Qualifications

• Bachelor’s degree in Computer Science or a related field, or equivalent work experience.
• Minimum of 5 years of experience in a technical support or IT-related role.
• Proficient in web technologies including HTTP, DNS, CDN, and related protocols.
• Strong analytical skills and the ability to troubleshoot complex technical issues effectively.
• Excellent communication skills, both verbal and written.
• Experience with scripting languages such as Python, Perl, or Bash is a plus.
• Familiarity with monitoring and logging tools is advantageous.

Technologies & Tools

The Senior Technical Support Engineer will utilize a variety of technologies and tools, including but not limited to web servers, application delivery controllers, CDN services, and monitoring software such as Splunk and Grafana. Familiarity with API testing tools, ticketing systems like JIRA, and network analysis tools will also be essential in performing daily responsibilities effectively.

Ideal Candidates

Ideal candidates for the Senior Technical Support Engineer position are those who exhibit strong problem-solving abilities, a passion for technology, and a dedication to customer satisfaction. They are effective communicators who can break down complex technical jargon into understandable concepts for clients. The perfect fit will also have a proactive approach to learning, adaptability in fast-paced environments, and a commitment to continuous improvement in both personal skills and team processes.