Senior Product Support Engineer

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 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. Work in a way that works for you FlexBase, Akamai's Global Flexible Working Program, is based on principles that help create the best workplace in the world. When our colleagues said that flexible working was important to them, we listened. FlexBase gives 95% of employees the choice to work from their home, office, or both (in the country advertised). This permanent workplace flexibility program is consistent and fair globally, helping us find talent virtually anywhere. We encourage you to speak with your recruiter in more detail when you apply. Learn what makes Akamai a great place to work 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 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. Working for you At Akamai, we provide opportunities to grow, flourish, and achieve great things. Our benefit options cover health, finances, family, time at work, and pursuits beyond work. Plans are designed to meet individual needs and budgets now and in the future. About us Akamai powers and protects life online. Leading companies worldwide choose Akamai to build, deliver, and secure digital experiences, helping billions live, work, and play every day. With the world's most distributed compute platform from cloud to edge, 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 that energizes and inspires you! Akamai Technologies is an affirmative action, equal opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, gender identity, sexual orientation, race/ethnicity, protected veteran status, disability, or other protected group status. If no date is displayed, applications are being accepted on an ongoing basis until the job is filled. Compensation For US‑based candidates only, the base salary ranges from $126,800 to $228,200 per year; salary is determined by experience, skills, certifications, and location. Compensation for candidates outside the US will vary. The package may include incentive compensation, equity awards, and an Employee Stock Purchase Plan. Eligible employees receive industry‑leading benefits such as healthcare, a 401(k) plan, company holidays, PTO, sick time, family‑friendly benefits including parental leave, and an employee assistance program focusing on mental and financial wellness. #J-18808-Ljbffr