Cloud Support Engineer
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Job Description
Cloud Support Engineer escalating and resolving complex issues on Akamai’s distributed cloud and edge platform. Partnering with SRE, Product, and Incident teams while strengthening customer support expertise.
Responsibilities:
- Act as the technical escalation point for mission-critical production customers
- Investigate complex issues escalated from Core Support through resolution
- Collaborate with Site Reliability Engineering and Product teams on customer issues
- Work with the Incident team on emerging platform and service issues
- Create training, documentation, and knowledge-sharing sessions based on escalated investigation patterns
- Facilitate mentorship sessions for the Customer Support team
- Deliver advanced troubleshooting, improve processes, and help ensure system reliability
Requirements:
- 2–4 years of experience in a technical role, or 2+ years of experience directly with a major cloud hosting provider
- Experience working directly with customers in person and via written communication in a technical support engineer capacity
- Excellent collaboration abilities and a customer-focused approach
- Advanced troubleshooting skills in networking, DNS, firewalls, Linux, Kubernetes, APIs, and object storage
- Experience managing AI infrastructures, operating AI systems, utilizing AI storage solutions such as VAST, and resolving issues within cloud computing products and infrastructure
- Professional customer communication and collaboration with internal stakeholders
- Experience utilizing observability tools to analyze and resolve customer-impacting issues
Benefits:
- Benefits supporting health, well-being, finances, and life beyond work
- FlexBase flexible workplace arrangement: work at home, in an office, or a combination of both
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