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. Responsibilities 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 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. Working for you 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 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! Akamai Technologies is an Affimative Action, Equal Opportunity Employer that values the strength that diversity brings to the workplace. 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 Akamai is committed to fair and equitable compensation practices. For US based candidates only - the base salary for this position ranges from $126,800 - $228,200/year; a candidate’s salary is determined by various factors including, but not limited to, relevant work experience, skills, certifications and location. Compensation for candidates outside the US will vary. The compensation package may also include incentive compensation opportunities in the form of annual bonus or incentives, equity awards and an Employee Stock Purchase Plan (ESPP). Akamai provides industry‑leading benefits including healthcare, 401K savings plan, company holidays, vacation (in the form of PTO), sick time, family friendly benefits including parental leave and an employee assistance program including a focus on mental and financial wellness; Eligibility requirements apply. #J-18808-Ljbffr