Senior Cloud Support Engineer

Akamai Technologies
Bengaluru
Workplace: RemoteFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 5+ yearsSkills: ["Collaboration","Customer-focused","Ownership","Effort reduction","Advanced troubleshooting"]

Serve as the technical escalation point for mission-critical production customers using the Akamai Cloud Compute platform. Investigate and resolve complex issues escalated from Core Support by partnering with Site Reliability Engineering and Product teams, coordinating incidents, and improving reliability. Share findings through training and documentation built from investigation patterns, and mentor the Core Support team while using advanced troubleshooting across networking, DNS, firewalls, Linux, Kubernetes, APIs, and object storage.

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FursaFursa
Akamai Technologies
Akamai Technologies
1 day ago

Senior Cloud Support Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live
Reposted: similar role first listed 3 months ago

Job Summary

Serve as the technical escalation point for mission-critical production customers using the Akamai Cloud Compute platform. Investigate and resolve complex issues escalated from Core Support by partnering with Site Reliability Engineering and Product teams, coordinating incidents, and improving reliability. Share findings through training and documentation built from investigation patterns, and mentor the Core Support team while using advanced troubleshooting across networking, DNS, firewalls, Linux, Kubernetes, APIs, and object storage.
Location: Bengaluru
Workplace: Remote
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Act as the technical escalation point for mission-critical production customers beyond Core Support’s scope.
  • •Investigate complex issues escalated from Core Support through resolution.
  • •Collaborate with Site Reliability Engineering and Product teams to determine the best course of action for customer issues.
  • •Work with Incident Coordination to address emerging platform and service issues and resolve incidents promptly.
  • •Create training, documentation, and knowledge-sharing sessions based on patterns found during escalated investigations, and facilitate mentorship with the Customer Support team.

Key Requirements

  • •5+ years of experience in a technical role or 3+ years directly with a major cloud hosting provider.
  • •Experience working directly with customers via in-person and written technical support in an engineer capacity.
  • •Excellent collaboration and a customer-focused approach to resolve issues with effort reduction, ownership, and team communication.
  • •Advanced troubleshooting experience in networking, DNS, firewalls, Linux, Kubernetes, APIs, and object storage.
  • •Experience managing AI infrastructures and operating AI systems, including AI storage solutions like VAST, and resolving issues in cloud computing products and infrastructure.
Experience:5+ yearsCloud hostingCustomer support
Skills:CollaborationCustomer-focusedOwnershipEffort reductionAdvanced troubleshooting
Tech Stack:NetworkingDNSFirewallsLinuxKubernetesAPIsObject storageObservability toolsVASTAI infrastructureAI systems

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