Product Support Engineer

Akamai Technologies

Senior Product Support Engineer providing escalation support for Akamai's advanced security products. Partnering with global teams to ensure application security and performance in a cloud environment.

Posted 7/23/2026full-timeRemote • Massachusetts • 🇺🇸 United StatesMid-LevelSenior💰 $105,400 - $189,600 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive experience in technical support, particularly in escalation engineering for cloud-based solutions, with a strong understanding of networking technologies and troubleshooting tools. Capable of managing partner integrations and providing expert guidance in both internal and external communications.

Highest-signal resume keywords

5+ Years Technical Support ExperienceEscalation Engineering in L3/L4 SupportTroubleshooting with Wireshark and FiddlerLinux Systems and Shell CommandsCloud-Based Solutions Expertise

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportEscalation EngineeringTroubleshootingPython ScriptingNetworking ProductsCloud SolutionsHTTP/S and TLS/SSLDNS and Authentication SchemesContainer-Based DeploymentVirtualization

Soft Skills

CommunicationProblem-SolvingCollaboration

Tools & Technologies

WiresharkFiddlerBrowser Developer ToolsLog CollectorsVMwareAWSAzureLinodeKubernetesDocker

Certifications & Qualifications

Bachelor's Degree in Computer ScienceSecret Security Clearance Eligibility

Industry Keywords

Cloud-Based SolutionsTechnical SupportEscalation SupportNetworkingWeb Technologies

Tech Stack

Tools & technologies

AWSAzureCloudDNSDockerKubernetesLinuxPythonTCP/IPVMware

About the role

Key responsibilities & impact

Providing Escalation Support to resolve issues that were unable to bring to resolution by lower support tiers.
Analyzing software issues and work closely with R&D and PM to prioritize and schedule their fixes.
Representing the organization as an SME/Technical Lead in internal and external correspondence
Managing partners integration and Beta Support
Participating in our on call schedule (~2 occurrences per quarter).

Requirements

What you’ll need

5+ years in a technical support position
bachelor's degree in Computer Science or similar degree or relevant experience
5+ years as escalation engineer within L3/L4 support groups for cloud-based solutions
troubleshooting issues using tools such as 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 including SAML, Kerberos, NTLM, OIDC, and OAuth2
understanding of TCP/IP, Linux systems, Networking Products, and Microsoft Server Technologies
comfortable working with Linux systems, shell commands, Python scripting, virtualization (VMware, AWS, Azure, Linode) and container-based deployment (Kubernetes or Docker)
eligible to obtain and 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