Senior Product Support Engineer

Akamai Technologies

Senior Product Support Engineer providing escalation support for Akamai's security products. Ensuring performance and reliability for users on the Zero Trust platform with a focus on cutting-edge services.

Posted 6/4/2026full-timeRemote • Massachusetts • 🇺🇸 United StatesSenior💰 $126,800 - $228,200 per yearWebsite

Tech Stack

Tools & technologies

AWSAzureCloudDNSDockerKubernetesLinuxPythonTCP/IPVMware

About the role

Key responsibilities & impact

Provide escalation support for security products including Zero Trust Security platform
Ensure application and network performance, reliability, and security for users
Analyze software issues and work with R&D and PM to prioritize and schedule fixes
Represent the organization as SME/Technical Lead in correspondence
Manage partners integration and Beta Support
Participate in on-call schedule (~2 occurrences per quarter)

Requirements

What you’ll need

8+ years in a technical support position
Bachelor's degree in Computer Science or relevant experience
8+ years as escalation engineer within L3/L4 support groups for cloud-based solutions
Troubleshoot issues using Wireshark, browser developer tools, Fiddler, and log collectors
Understanding of HTTP/S, TLS/SSL, reverse proxy, and related web technologies
Experience with DNS and authentication schemes (SAML, Kerberos, NTLM, OIDC, OAuth2)
Understanding of TCP/IP, Linux systems, Networking Products, and Microsoft Server Technologies
Comfortable working with Linux systems, shell commands, Python scripting, VMware, AWS, Azure, Linode, Kubernetes or Docker
Eligible to obtain Secret Security Clearance

Benefits

Comp & perks

Healthcare
401K savings plan
Company holidays
Vacation (in the form of PTO)
Sick time
Family friendly benefits including parental leave
Employee assistance program including a focus on mental and financial wellness

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

escalation supportcloud-based solutionstroubleshootingWiresharkPython scriptingLinux systemsTCP/IPDNSauthentication schemesZero Trust Security

Soft Skills

technical leadcommunicationproblem-solvingcollaborationprioritization

Certifications

Bachelor's degree in Computer ScienceSecret Security Clearance