Support Delivery Manager, Italian
Akamai Technologies
full-time
Posted on:
Location Type: Remote
Location: Poland
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Tech Stack
About the role
- Taking ownership for managing the support experience of strategic accounts and playing a trusted advisor role in ensuring customer satisfaction
- Owning a data driven approach to inform, support, introduce process improvements and operational efficiency for our customers
- Collaborating with and coordinating technical support, engineering, product management and account teams to resolve customer incidents and escalations
- Driving incident reviews and introduction of resulting process improvements
- Managing problem prevention, often long-term, to help resolve repeated or systemic problems
Requirements
- Have extensive support experience working in account management or customer success role in a technical environment
- Be well versed in how the internet works, it's networks and protocols e.g. TCP/IP , HTTP ,DNS, TLS/SSL
- Have experience with content delivery performance, cloud computing, cybersecurity incident management and attack mitigation techniques
- Be familiar with crisis, problem, incident and/or escalation management
- Have fluency in English and Italian
- Have an empathetic approach to customers, be creative, self-driven and passionate in shaping tailored support improvements
Benefits
- Your health
- Your finances
- Your family
- Your time at work
- Your time pursuing other endeavors
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
TCP/IPHTTPDNSTLS/SSLcloud computingcybersecurity incident managementattack mitigation techniquesincident managementescalation managementprocess improvements
Soft Skills
customer satisfactionempathetic approachcreativityself-drivenpassion for support improvementscollaborationcoordinationproblem preventiontrust advisor rolecommunication