Senior Product Support Engineer

Are you excited about working with cutting-edge technologies? Would you like to work with our Zero Trust portfolio? Join our Global Escalation Team You will become a key technical contributor within a global expert team. You will be responsible for the escalations of Akamai's Enterprise Access and Security Group. Partner with the best You will provide advanced escalation product support for security products on the market. Including our unique Zero Trust Security platform. You will be focusing on problem-solving, debugging, and reproducing customer issues. You will also be the technical expert to our customers, assisting in the successful adoption and maintenance of their Akamai solutions. Do cool things As a Senior Product Support Engineer, you will: * Provide advanced technical support for Akamai's Enterprise Access and Security products, including but not limited to, Enterprise Application Access (EAA), Identity Cloud (IdCloud), and Zero Trust solutions. * Investigate, troubleshoot, and resolve complex customer issues related to product functionality, configuration, and performance. * Reproduce customer issues in a test environment to identify root causes and develop solutions. * Collaborate with Engineering, Product Management, and other internal teams to resolve complex technical issues and improve product quality. * Develop and maintain technical documentation, including troubleshooting guides, knowledge base articles, and training materials. * Provide proactive support to customers by identifying and addressing potential issues before they impact their business. * Participate in on-call rotations to provide 24/7 support for critical customer issues. * Mentor and train junior engineers. Skills and experience we're looking for: * 5+ years of experience in a technical support or engineering role, with a focus on security products. * Strong understanding of networking concepts, including TCP/IP, DNS, HTTP/S, and TLS/SSL. * Experience with security technologies such as firewalls, proxies, VPNs, and identity and access management (IAM) solutions. * Experience with cloud platforms and services, such as AWS, Azure, or Google Cloud. * Excellent troubleshooting and problem-solving skills. * Strong communication and interpersonal skills. * Ability to work independently and as part of a team. * Bachelor's degree in Computer Science or a related field. Bonus: * Experience with Akamai products. * Experience with scripting languages such as Python or Perl. * Experience with Linux and Windows operating systems. * Relevant certifications such as CISSP, CCNA Security, or CompTIA Security+. Working at Akamai At Akamai, we’re building a more connected world. We power and protect life online for billions of people every day. Our teams are collaborating to build and evolve the cloud solutions that businesses need to deliver the best and most secure digital experiences anywhere. We’re global, innovative, and growing. We’re also diverse, supportive, and passionate. If you’re excited about technology, innovation, and making a difference, Akamai is the place for you. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.