Senior Product Support Engineer

Akamai TechnologiesAkamai Technologies·Remote(United States)
Support
Excel

WFA Digital Insight

As demand for cloud-based security solutions grows, so does the need for skilled professionals who can troubleshoot complex issues. With a 25% increase in cloud security spending in 2025, companies like Akamai are looking for experts who can provide top-notch support. This role stands out for its focus on cutting-edge technologies and Zero Trust portfolio, making it an exciting opportunity for those with a passion for security and problem-solving. Before applying, candidates should be aware of the importance of staying up-to-date with the latest security trends and technologies, as well as the need for excellent communication skills to effectively collaborate with internal teams and external partners.

Job Description

About the Role

The Senior Product Support Engineer position at Akamai Technologies is a critical role that involves providing escalation support for the company's security products, including the Zero Trust Security platform. As a key technical contributor within the Global Escalation Team, the successful candidate will be responsible for resolving complex issues that cannot be resolved by lower support tiers. The role requires a deep understanding of cloud-based solutions, security technologies, and networking products, as well as excellent troubleshooting and communication skills.

The Global Escalation Team is a global expert team that works closely with internal teams, including R&D and product management, to resolve critical issues and improve the overall customer experience. The team is responsible for providing 24/7 support to ensure that Akamai's customers receive the best possible service.

What You Will Do

  • Provide escalation support for security products, including the Zero Trust Security platform
  • Analyze software issues and work closely with R&D and product management to prioritize and schedule fixes
  • Represent the organization as a subject matter expert in internal and external correspondence
  • Manage partner integrations and beta support
  • Participate in the on-call schedule, approximately 2 occurrences per quarter
  • Troubleshoot issues using tools such as Wireshark, browser developer tools, Fiddler, and log collectors
  • Collaborate with internal teams to resolve complex issues and improve the overall customer experience
  • Stay up-to-date with the latest security trends and technologies to ensure that the company's products and services remain competitive
  • Develop and maintain technical documentation to support knowledge sharing and training

What We Are Looking For

  • 8+ years of experience in a technical support position, with a focus on cloud-based solutions and security technologies
  • Bachelor's degree in Computer Science or a related field, or relevant experience
  • Experience with DNS and authentication schemes, including SAML, Kerberos, NTLM, OIDC, and OAuth2
  • Understanding of TCP/IP, Linux systems, networking products, and Microsoft Server Technologies
  • Experience with troubleshooting tools such as Wireshark, browser developer tools, Fiddler, and log collectors
  • Excellent communication and collaboration skills, with the ability to work effectively with internal teams and external partners
  • Ability to obtain and maintain a Secret Security Clearance

Nice to Have

  • Experience with Python scripting and virtualization technologies, such as VMware, AWS, Azure, and Linode
  • Knowledge of container-based deployment, such as Kubernetes or Docker
  • Experience with cloud-based security solutions, such as Akamai's Zero Trust Security platform
  • Certification in a related field, such as CompTIA Security+ or CISSP

Benefits and Perks

  • Competitive salary and benefits package
  • Opportunity to work with cutting-edge technologies and contribute to the development of innovative security solutions
  • Collaborative and dynamic work environment with a team of experienced professionals
  • Flexible work arrangements, including remote work options and flexible hours
  • Professional development opportunities, including training and certification programs
  • Access to the latest security trends and technologies, with opportunities to attend industry conferences and events

How to Stand Out

  • Make sure to highlight your experience with cloud-based security solutions and troubleshooting tools, such as Wireshark and Fiddler, in your application.
  • Be prepared to provide specific examples of complex issues you have resolved in previous roles, and explain your thought process and problem-solving approach.
  • Familiarize yourself with Akamai's products and services, including the Zero Trust Security platform, to demonstrate your knowledge and interest in the company and role.
  • Emphasize your excellent communication and collaboration skills, and provide examples of times when you have worked effectively with internal teams and external partners to resolve complex issues.
  • Consider obtaining relevant certifications, such as CompTIA Security+ or CISSP, to demonstrate your expertise and commitment to the field.
  • Be prepared to discuss your experience with DNS and authentication schemes, and explain how you have used these technologies in previous roles to secure and protect customer data.
  • Research the company culture and values, and be prepared to discuss how your own values and approach to work align with those of Akamai.

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