Cloud Support Engineer Senior Lead

Are you passionate about Akamai's Cloud Computing technologies and services?

Does solving some of the Compute Support team's most difficult challenges interest you?

Join our Compute Support team!

We handle the toughest Customer Support issues and share insights with the Compute Support Management Team. We focus on enhancing technical skills to deliver an exceptional support experience for our customers.

Partner with the best

You'll collaborate with Compute Support, Site Reliability, and Product Development teams to resolve complex customer issues. Your role includes leading a team of support engineers, managing customer escalations and service incidents. You'll identify best practices, mentor Support members, and collaborate with the Training team to enhance learning.

As a Cloud Support Engineer Senior Lead, you will be responsible for:

• Leading and mentoring a team of Compute Support Engineers
• Solving Top Customer issues reported to us, handling support escalations and service incidents.
• Working with SRE and Product teams to determine the best course of action for specific customer issues.
• Working with Training, Quality Control, and Support Leadership to identify training opportunities for the Compute Support team.

Do what you love

To be successful in this role you will:

• Hold a Bachelor's degree with experience working directly with technical customers in a support engineer role.
• Exhibit great collaboration skills and maintain a customer-first approach in issue resolution.
• Understand fundamental customer support principles, including customer effort reduction, issue ownership, and intra-team communication.
• Demonstrate leadership by incorporating feedback to refine support best practices and enhance workflows.
• Possess good understanding of computer hardware, networking, firewalls, DNS, Linux, cloud computing, distributed storage, APIs, and Kubernetes.
• Have experience troubleshooting technical 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!