Product Support Engineer

Akamai Technologies
São Paulo
Workplace: RemoteFull timeFunction: Communications, PR & CommunityExperience: 3+ yearsSkills: ["Troubleshooting","Collaboration","Technical support"]

Provide advanced escalation and product support for Akamai’s Security Group and Zero Trust Security platform, ensuring application and network performance. You’ll support tier 3 escalations, resolve issues not handled by lower tiers, deliver workarounds for defects, and develop scripts for custom configurations. Partner with R&D and PM to analyze software issues and prioritize fixes, while contributing to the knowledge base through product training and expertise.

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Akamai Technologies
Akamai Technologies
1 month ago

Product Support Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Provide advanced escalation and product support for Akamai’s Security Group and Zero Trust Security platform, ensuring application and network performance. You’ll support tier 3 escalations, resolve issues not handled by lower tiers, deliver workarounds for defects, and develop scripts for custom configurations. Partner with R&D and PM to analyze software issues and prioritize fixes, while contributing to the knowledge base through product training and expertise.
Location: São Paulo
Workplace: Remote
Employment Type: Full time
Job Function: Communications, PR & Community

Key Responsibilities

  • •Support tier 3 technical support escalations and provide product knowledge expertise.
  • •Resolve issues that cannot be brought to resolution by lower support tiers.
  • •Provide workarounds to mitigate product defects.
  • •Develop scripts for custom configurations and solutions.
  • •Analyze software issues and work with R&D and PM to prioritize and schedule fixes, and contribute to the knowledge base through product training.

Key Requirements

  • •Have a degree in Computer Science (or similar) and 5+ years of experience in a technical support position.
  • •Have 3+ years as an escalation engineer within L3/L4 support groups, supporting cloud-based solutions/SaaS.
  • •Understand TCP/IP, HTTP/S, and DNS, and be able to troubleshoot using tools such as Wireshark, browser developer tools, Fiddler, and log collectors (Kibana).
  • •Have experience with authentication schemes including SAML, Kerberos, NTLM, OIDC, and OAuth2.
  • •Have experience with Linux systems, networking, and scripting (Python / API), plus familiarity with NGINX.
Experience:3+ yearsSaaSCloud-based solutions
Skills:TroubleshootingCollaborationTechnical support
Tech Stack:Zero Trust SecurityTCP/IPHTTP/SDNSWiresharkFiddlerKibanaSAMLKerberosNTLMOIDCOAuth2VMwareAWSAzureGCELinuxPythonAPINGINX

Company Brief

Akamai Technologies
Provides a global content delivery network (CDN) and cloud services to improve web and application performance, security, and delivery for enterprises, media companies, and cloud providers.
Industry: Cloud Computing
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Cambridge, United States
Founded: 1998
WebsiteLinkedIn