**About the Job**
As an Akamai Technical Solutions Engineer you will be an integral member of a team responsible for quickly resolving highly technical, complex issues. You will be critical in maintaining the trust of our customers (which include many Fortune 500 corporations and government agencies). You will be working directly with our customers' technical operations teams in defining issues, resolving them, or leading a cross-functional team to drive resolutions.
This is not your typical technical support position. You will be intimately involved in all technical aspects of Akamai's products and services and be critical to our customer relationships. You will work closely with the rest of the support team and engineering to share knowledge, deliver the best possible service for our customers, and improve Akamai by developing ideas based on customer feedback. As a member of this team, you will work in a highly collaborative environment to deliver excellent customer support. In addition you may be assigned a set of Strategic Accounts to manage their technical requirements.
**About the Team**
You will be part of Akamai’s best-in-class technical support team supporting our global customers. As a member of this team you will work in a highly collaborative environment to deliver excellent customer support.
**Responsibilities**
* Clearly communicate with customers via telephone, email, and occasional face-to-face contact to ensure that you understand the issue and they understand the resolution
* Work independently with our customers' technical teams on post-sales technical issues. The investigation of technical issues may involve complex data analysis from Akamai's distributed network and an in-depth examination of the interaction between Akamai and the customer's infrastructure
* Work closely with and manage issue-specific cross-functional teams composed of Engineering, Operations, Sales, Professional Services, and Account Management representatives
* Design and implement solutions to address a given customer issue after gathering & understanding customer requirements
* Assume a technical account management role for designated named accounts or strategic customers by analyzing existing technical issues and proposing solutions for the customer
* Manage custom support of special high-profile network events
* Develop methods and best practices for delivering outstanding service
* Become a Subject Matter Expert (SME) for 1 or more products/services and/or internet technologies
**Qualification**
**Education:** Bachelor's Degree in Computer Science/Engineering, Management Information Sciences (MIS), or relevant engineering/science fields.
**Work Experience: 2 to 4 Years**
**Mandatory Qualifications:**
* In depth knowledge of how the Internet works (HTTP, DNS, Streaming, etc.)
* Knowledge of common network protocols (TCP/IP, ICMP) and troubleshooting tools
* Experience providing technical solutions & support to enterprise (Business-to-Business [B2B]) customers
* Customer focus, acting with the customer in mind, anticipating future needs, identifying long-term solutions and dedicated to providing a superior support experience for the customer
* Excellent verbal and written communication skills, with proven ability to disseminate information in a clear and correct manner to business and technical audiences
* Strong relationship building skills, with the ability to positively influence the actions of others, working as a team player
* Great problem solving skills with the ability to resolve complex, highly technical issues, often under time pressure
* Creative and able to think ‘outside of the box’ with a proven track record in proposing and implementing solutions for enterprise customers
* Ability to manage multiple priorities, commitments and projects
* Self-motivated, directed and passionate about what you do, striving for results constantly
**Desired Qualifications:**
* Programming knowledge and experience (Perl/shell scripting or Java preferable)
* Knowledge of web programming (HTML, JavaScript, ASP, JSP)
* Familiarity with technologies like:
* J2EE (using Tomcat and/or Websphere) or .NET architecture
* Web Services (SOAP, XML)
* Configuring webservers (Apache, IIS) and the infrastructure necessary to support a dynamic website (load balancers, connecting to databases, etc.)
* Streaming (Flash, HTTP Live Streaming, etc.)
* SQL and databases
* Familiarity with Automated Call Distribution (ACD) and at least one CRM system such as Siebel, Remedy or Salesforce.com
**About Akamai Technologies**
Akamai is the global leader in Content Delivery Network (CDN) services, making the Internet business ready—fast, reliable, and secure—for its customers. The company's advanced web performance, mobile performance, cloud security and media delivery solutions are revolutionizing how businesses optimize consumer, enterprise and entertainment experiences for any device, anywhere. Headquartered in Cambridge, MA, Akamai has offices around the world and operates the most pervasive, highly distributed CDN—with more than 200,000 servers in 110 or more countries—delivering up to 30% of all Web traffic. Learn more at www.akamai.com/careers .
Akamai is a growing, and evolving, company with offices and operations around the world. As such, we strive to foster inclusive and representative workplaces where all employees are wholly welcome, and enabled to share and benefit from each other’s diverse contributions, as one global team. Our commitment to diversity reaches beyond our corporate offices, to our business partners and suppliers who share the same principles, and whose employees we value as integral to the Akamai business family. Learn more at www.akamai.com/diversity .
Akamai Technologies is an Affirmative Action, Equal Opportunity Employer that values the strength that diversity brings to the workplace. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, race/ethnicity, protected veteran status, disability, or other protected group status. If you'd like more information about EEO rights under United States law, please click here at https://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf .