Product Support Engineer

Akamai Technologies

Product Support Engineer addressing technical escalations and investigations in API security. Joining a team that collaborates across various systems and teams for problem resolution.

Posted 5/25/2026full-timeRemote • 🇨🇴 ColombiaMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

CloudKubernetesLinuxSQL

About the role

Key responsibilities & impact

Owning complex technical escalations end-to-end, coordinating investigations and resolution across multiple teams and system layers
Performing deep technical investigations involving SaaS application behavior, APIs, integrations, SQL databases, and containerized/cloud-native environments
Working through ambiguous, previously undocumented, or pre-runbook issues while contributing improvements back into operational knowledge and troubleshooting documentation
Collaborating effectively with Engineering, Infrastructure, Customer Success, and other teams during high-impact investigations
Writing high-quality bug reports, technical documentation, escalation summaries, and improving internal tooling and troubleshooting workflows
Participating in on-call rotations, including occasional nights, weekends, and select holidays as needed

Requirements

What you’ll need

Have a Bachelor's Degree in Computer Science/Engineering or High School Diploma in a related subject
Have significant Tier 3 or senior technical support experience with complex B2B SaaS and cloud-native environments
Demonstrate the ability to independently investigate and resolve complex technical escalations involving applications, infrastructure, APIs, and data layers
Show expertise resolving issues in SaaS applications, APIs, integrations, SQL, Linux systems, containerized environments, Kubernetes, and related technologies.
Demonstrate advanced SQL expertise, including reading and validating relational data, joins, filtering, query troubleshooting, and operating securely in production-adjacent databases.
Show capability to explore problems outside documented procedures, create innovative solutions, and share operational insights with the team.
Communicate clearly and effectively across technical and non-technical audiences while balancing customer impact, technical accuracy, and escalation quality.

Benefits

Comp & perks

We support your health, well-being, finances, and life beyond work.
FlexBase adapts to your job's needs
It's not about telling employees where to work; it's about supporting employees to do their best work.
We trust our incredible employees to work in ways that suit them best: at home, in an office, or a combination of both.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SQLAPIsSaaSLinuxKubernetescloud-native environmentstechnical supporttroubleshootingdata layersintegrations

Soft Skills

communicationcollaborationproblem-solvingindependent investigationdocumentationcustomer impacttechnical accuracyinnovationteamworkadaptability

Certifications

Bachelor's Degree in Computer ScienceBachelor's Degree in EngineeringHigh School Diploma in a related subject