Technical Support Engineer II - (Boston, MA) Remote

This job was posted over 30 days ago, so it has most likely closed. See newer jobs like it.

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 Technical Support Engineer II at Akamai Technologies is responsible for providing expert-level support to clients utilizing our comprehensive suite of web application and performance solutions. This role demands a proactive approach to troubleshooting and resolving complex technical issues, serving as a key liaison between clients and internal teams. The successful candidate will employ their technical acumen to ensure customer satisfaction while maintaining a high standard of service and support.

Job Responsibilities

• Resolve customer issues via various communication channels including phone, email, and chat.
• Analyze and troubleshoot common technical issues related to web applications and network infrastructure.
• Collaborate with the engineering team to escalatie critical customer issues and ensure swift resolution.
• Document and maintain records of client interactions and technical solutions for future reference.
• Provide training and resources to customers for effective utilization of Akamai services.
• Monitor system performance and report any anomalies to the engineering team.
• Contribute to the development of support documentation and tools to enhance operational efficiency.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 2-4 years of experience in technical support, preferably within the IT or web technology sector.
• Strong understanding of networking concepts, web protocols, and security practices.
• Proficient in troubleshooting complex problems under pressure while ensuring customer satisfaction.
• Excellent communication and interpersonal skills to interact with diverse client bases.
• Familiarity with monitoring tools and customer relationship management (CRM) software.
• Self-motivated with the ability to work independently and prioritize tasks effectively.

Technologies & Tools

This position utilizes a variety of technologies and tools including but not limited to network monitoring software, ticketing systems, web performance monitoring tools, and communication platforms such as Slack and Zoom. Proficiency in various operating systems (Windows, Linux) and knowledge of programming/scripting languages (such as Python or Bash) are also advantageous for effectively diagnosing and resolving technical issues.

Ideal Candidates

Successful candidates for the Technical Support Engineer II role will possess a strong analytical mindset and a passion for technology and customer service. They should demonstrate a continuous learning attitude, keeping abreast of industry trends and developments. Exceptional problem-solving skills, coupled with the ability to work collaboratively in a team environment, are essential. Moreover, candidates should be adaptable, resilient under stress, and possess a strong desire to contribute positively to client experiences and overall satisfaction.