Akamai Cloud Support Engineer - Senior Mandarin/Compute 

Malaysia 

909642541

Partner with the best

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.

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.

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