Product Support Engineer

Job Description
Do you enjoy solving complex technical problems?
Are you excited about the future of API security?
Join our prestigious escalations technical support team
Our team boasts some of the most talented and experienced application programming interface (API) security experts. We're always looking for new people to grow, inspire us and make us better. We utilize tools, process, and knowledge to diagnose and resolve product and customer issues.

Partner with the best
We are looking for a Product Support Engineer to join our escalations support engineering team. This is an opportunity to work with Akamai's innovative API security platform.

As a Product Support Engineer, you will be responsible for:

• Providing expertise in all technical components of the API Security platform.
• Working remotely to assist Presales and post-sales customers and collaborate with internal teams to resolve issues effectively
• Owning the resolution of complex support escalations from multiple stakeholders end-to-end
• Deflecting technical escalations from reaching the R&D team
• Writing scripts, improving internal tools, and creating processes to support customers and internal stakeholders
• Reproducing customer issues, finding workarounds, and writing high quality bug reports and documentation
• Working on-call shifts, including nights, weekends, and select holidays, may be required

Do What You Love
To be successful in this role you will:

• Have a Bachelor's Degree in Computer Science/Engineering or High School Diploma in a related subject
• Have 4+ years of experience supporting B2B software products, including complex escalations, deployments, and SaaS platforms
• Demonstrate capability to collaborate with Engineering and R&D teams to identify and resolve complex technical challenges effectively.
• Show expertise in three or more areas: Linux, SQL, Docker, Kubernetes, AWS/Azure, web, APIs, networking, scripting, or related technologies.
• Demonstrate expertise in prioritizing customers, ensuring responsiveness, and taking responsibility for delivering exceptional service outcomes.
• Clear and effective English communication skills across technical and non-technical audiences

Work in a way that works for you
FlexBase, Akamai's Global Flexible Working Program, is based on the principles that are helping us create the best workplace in the world. When our colleagues said that flexible working was important to them, we listened. We also know flexible working is important to many of the incredible people considering joining Akamai. FlexBase, gives 95% of employees the choice to work from their home, their office, or both (in the country advertised). This permanent workplace flexibility program is consistent and fair globally, to help us find incredible talent, virtually anywhere. We are happy to discuss working options for this role and encourage you to speak with your recruiter in more detail when you apply.

Learn what makes Akamai a great place to work

This role engages with a team that supports 11:00 am to 7:00 pm CST, Meetings and engagement with the team typically take place during these hours. We welcome flexible workers and want applicants to be aware of the job's time zone requirements.

Connect with us on social and see what life at Akamai is like

We power and protect life online, by solving the toughest challenges, together.
At Akamai, we're curious, innovative, collaborative and tenacious. We celebrate diversity of thought and we hold an unwavering belief that we can make a meaningful difference. Our teams use their global perspectives to put customers at the forefront of everything they do, so if you are people-centric, you'll thrive here.

Working for you
Benefits
At Akamai, we will provide you with opportunities to grow, flourish, and achieve great things. Our benefit options are designed to meet your individual needs for today and in the future. We provide benefits surrounding all aspects of your life:

• Your health
• Your finances
• Your family
• Your time at work
• Your time pursuing other endeavors

Our benefit plan options are designed to meet your individual needs and budget, both today and in the future.

About Us
Akamai powers and protects life online. Leading companies worldwide choose Akamai to build, deliver, and secure their digital experiences helping billions of people live, work, and play every day. With the world's most distributed compute platform from cloud to edge we make it easy for customers to develop and run applications, while we keep experiences closer to users and threats farther away.

Join us
Are you seeking an opportunity to make a real difference in a company with a global reach and exciting services and clients? Come join us and grow with a team of people who will energize and inspire you