Senior Cloud Support Engineer
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Job Description
Senior Cloud Support Engineer escalating and resolving complex customer issues on Akamai’s distributed Cloud and Edge platform. Partnering with SRE, Product, and Incident teams to improve reliability.
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 to address emerging platform and service issues
- Create training, documentation, and knowledge-sharing sessions based on escalated investigations
- Facilitate mentorship sessions with the Customer Support team
- Deliver advanced troubleshooting, enhance processes, and help ensure system reliability
Requirements:
- 5+ years of experience in a technical role or 3+ 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, and utilizing AI storage solutions such as VAST
- Ability to resolve issues within cloud computing products and infrastructure
- Professional communication with customers and internal stakeholders
- Experience using observability tools to analyze and resolve customer-impacting issues
Benefits:
- Health, well-being, and financial benefits
- FlexBase flexible work arrangements: work at home, in an office, or a combination of both
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