Cloud Support Engineer - Senior (Mandarin/Compute) - Remote

Are you passionate about providing exceptional customer support?

Do you enjoy troubleshooting and resolving technical challenges in cloud computing (Linode)?

Join our Compute Support Team!

We handle the toughest Customer Support issues and share insights with the Compute Support Management, Sales, Product teams. Our focus is on continuously enhancing our technical skills - and those of our team - to deliver an effortless and industry-leading support experience for our customers. 

Partner with the best

You'll provide frontline support to enterprise customers and collaborate with our Tier 2 Support, Network Operations Command Center (NOCC), and Compute Reliability Engineering (CREACT) teams to address complex customer challenges. Your responsibilities will include managing customer support issues (tickets), identifying and implementing best practices, refining troubleshooting approaches, improving operational efficiency and mentoring junior team members. 

As a Senior Cloud Support Engineer, you will:

• Provide direct & exceptional customer support: Assist customers via phone, email, and chat in both Mandarin and English to address their technical inquiries and challenges; Ensure customer satisfaction by maintaining clear communication, owining issues from start to finish, and reducing customer effort. 
• Resolve technical issues: Troubleshoot and resolve cloud computing, networking, and software-related issues using diagnostic tools and best practices. Serve as an SME on both products and support processes. 
• Own incident response: lead our incident response efforts to ensure prompt issue resolution; assist in developing Root Cause Analyses for high-tier customer cases, identifying underlying issues and preventing reoccurrence. 
• Collaborate cross-functionally: Work with Site Reliability Engineering (SRE), Product teams, and other support tiers to ensure timely resolution of customer issues. 
• Educate and empower customers: Share best practices, provide proactive recommendations, and help customers optimize their use of Akamai Compute technologies. 
• Educate and empower colleagues: Offer constructive feedback to your colleagues to enhance service quality and performance. 

Do what you love

To be successful in this role you will:

• Have experience working directly with customers in a technical support engineer capacity.
• Have language proficiency: Fluent Mandarin and English communication skills to support a diverse customer base primarily in APJ and Greater China. 
• Understand fundamental customer support principles, including customer effort reduction, issue ownership, and intra-team communication.
• Possess a good understanding of: virtual machines, networking, firewalls, DNS, Linux, cloud computing, distributed storage, APIs and Kubernetes. 
• Have experience troubleshooting networking issues using standard tools like MTR, tcpdump, and nmap. 
• Know open-source monitoring tools like Prometheus, Grafana, and Loki. Use them to understand and resolve customer issues.

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.

Learn what makes Akamai a great place to work

Connect with us on social and see what life at Akamai is like!

We power and protect life online, by solving the toughest challenges, together.

At Akamai, we're 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.

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 Affirmative 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.

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If no date is displayed, applications are being accepted on an ongoing basis until the job is filled.