Tier3 Product Support Engineer - Remote
San Jose, ., Costa Rica
hace 1 día

Job Description

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 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 advanced escalation product support for security products on the market, including our unique Zero Trust Security platform.

You will be focusing on a cutting-edge suite of services to ensure application and network performance, reliability, and security for users connecting through the Akamai Zero Trust platform.

As a 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.
  • Providing workarounds to mitigate product defects and develop scripts for custom configurations and solutions
  • 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 a bachelor's degree in Computer Science or similar degree
  • Have 5+ years experience in a technical support position, preferably with a cloud company.
  • Have 3+ years as escalation engineer within L3 / L4 support groups for cloud-based solutions
  • Show understanding of HTTP / S and related web technologies with the ability to troubleshoot issues using common tools such as Wireshark, browser developer tools, Fiddler, and log collectors.
  • 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
  • Work in a way that works for you

    We recognize that the way in which people want to work and deliver at their best can vary for each person.

    This is a flexible role and may be performed at your home and / or the local Akamai office (in the country advertised). We are happy to discuss working options in this role and encourage you to speak with your recruiter in more detail when you apply.

    Working with us

    At Akamai, were 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

    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.

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