Akamai Product Support Engineer - 

Costa Rica 

731972199

Partner with the best

You will be responsible for quickly resolving highly technical, complex issues with both mature and newly released products. You will instill confidence and maintain the trust of our customers working with their technical operations teams to define issues, and resolve them. You will work with support and engineering teams to share knowledge, and deliver the best possible service for our customers.

As a Product Support Engineer, you will be responsible for:

• Supporting tier 1 technical support team with escalations and provide product knowledge expertise.
• Working closely with customers and internal cross-functional teams to diagnose and resolve technical issues.
• Documenting, coordinating, and prioritizing customer feedback and ideas into engineering requirements for future enhancements to Akamai's services.
• Driving self-service enhancements that help customers need support less frequently
• Identifying and reporting root causes seen and observed to the Manager, PLL, and Service Architect
• Contributing to knowledge base and technical competence by providing product and training to the team.

Do what you love

To be successful in this role you will:

• Have a Bachelor's Degree in Computer Science/Engineering or High School Diploma in a related subject
• Have experience in technical support, engineering, IT, project management or consulting
• Have prior customer-facing experience in a technical or product support role.
• Have extensive knowledge of how the Internet works (HTTP, HTTPS, TCP/IP, and DNS).
• Have programming knowledge and experience with Unix, Linux and cloud technologies
• Have experience as escalation engineer within L1/L2/L3 support groups for cloud-based solutions

This role engages with a team that supports 11:00 am to 7:00 pm CST, Meetings and engagement with the team typically take place during these hours. We welcome flexible workers and want applicants to be aware of the job's time zone requirements.

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.