Cloud Support Engineer
Akamai Technologies
full-time
Posted on:
Location Type: Remote
Location: Poland
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About the role
- Acting as the technical escalation point for mission-critical production customers.
- Investigating complex issues escalated from Support through to resolution.
- Collaborating with Site Reliability Engineering and Product teams to determine the best course of action for specific customer issues.
- Working with our Incident team to address emerging issues with our platform and services.
- Developing training, documentation, and knowledge-sharing sessions based on patterns identified during escalated investigations.
- Facilitating mentorship sessions with the existing Customer Support team to help build their technical and troubleshooting skills.
Requirements
- Have experience working directly with customers in person and via written communication in a technical support engineer capacity.
- Exhibit strong collaboration skills and maintain a customer-first approach in issue resolution.
- Understand fundamental customer support principles, including customer effort reduction, issue ownership, and intrateam communication.
- Be comfortable consistently delivering feedback to peers and members of other teams.
- Possess a working knowledge of networking, DNS, firewalls, Linux administration, cloud infrastructure, Kubernetes, APIs, and object storage.
- Demonstrate the ability to trace issues across various aspects of our Cloud Computing products and infrastructure.
- Demonstrate the ability to communicate professionally with customers and collaborate with internal stakeholders.
- Use observability tools such as Prometheus, Grafana, and Loki to analyze and troubleshoot customer-impacting issues.
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
networkingDNSfirewallsLinux administrationcloud infrastructureKubernetesAPIsobject storagetroubleshootingissue resolution
Soft Skills
collaborationcustomer-first approachcommunicationmentorshipfeedback deliveryproblem-solvingtechnical supportdocumentationknowledge sharingcustomer engagement