Akamai Technologies

Senior Cloud Support Engineer – Compute

Akamai Technologies

full-time

Posted on:

Location Type: Remote

Location: Japan

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Job Level

Senior

Tech Stack

CloudDNSFirewallsGrafanaKubernetesLinuxPrometheus

About the role

  • Supporting Customers Assist customers via phone, email, and chat in Japanese and English, addressing technical inquiries.
  • Troubleshooting Utilize diagnostic tools to resolve cloud computing and software inquiries, as the subject matter expert for the support team.
  • Owning Incident Response Lead incident response efforts, develop Root Cause Analyses, and prevent issue recurrence.
  • Collaborating Cross-Functionally Work with SRE, Product teams, and other support tiers for timely issue resolution.
  • Educating and Empower Customers Share best practices and recommendations to optimize Akamai Compute usage.
  • Educating and Empower Colleagues Provide feedback to enhance service quality and team performance

Requirements

  • Have experience working directly with customers in a technical support engineer capacity.
  • Able to communicate in Fluent Japanese and Business English to support a diverse customer base.
  • 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.
  • Have experience with 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.
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
technical supportcloud computingvirtual machinesnetworkingfirewallsDNSLinuxdistributed storageAPIsKubernetes
Soft Skills
collaborationcustomer-first approachcommunicationproblem-solvingfeedback provision