Product Support Engineer

Akamai

RemotePosted July 28, 2026

About the role

Join Akamai's Product Support Team, providing advanced support and cloud operations for Akamai's Enterprise Security solutions, including the Zero Trust platform. You will be part of a global team of technical experts focused on resolving complex issues and ensuring the reliability and success of customers' environments.

Product Support Engineer

Akamai

RemotePosted July 28, 2026

About the role

Product Support Engineer

Join Akamai's Product Support Team, providing advanced support and cloud operations for Akamai's Enterprise Security solutions, including the Zero Trust platform. You will be part of a global team of technical experts focused on resolving complex issues and ensuring the reliability and success of customers' environments.

In this role, you will focus on delivering a cutting-edge suite of services to ensure the performance, reliability, and security of applications and networks using the Akamai Zero Trust platform. You will collaborate with strategic partners, Akamai TAC, Product Managers, Field/Sales Engineers, and Development Engineering to drive customer success.

Responsibilities include: - Providing Tier 3 escalation support by analyzing, troubleshooting, and resolving complex technical issues across the Akamai Zero Trust Platform. - Resolving issues that were unable to be addressed by lower support tiers. - Developing scripts and delivering custom solutions and workarounds to help partners and customers resolve complex technical challenges. - Analyzing product bugs and working closely with R&D and Product Management to prioritize and schedule their fixes. - Providing technical training and developing technical procedures and support documentation. - Providing Pre-Sales and Post-Sales services. - Representing the business unit as a Subject Matter Expert/Technical Lead in internal and external correspondence.

Requirements

5+ years of experience in a technical support escalation role for a cloud-based solution.
Deep experience with the DNS

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In this role, you will focus on delivering a cutting-edge suite of services to ensure the performance, reliability, and security of applications and networks using the Akamai Zero Trust platform. You will collaborate with strategic partners, Akamai TAC, Product Managers, Field/Sales Engineers, and Development Engineering to drive customer success.

Responsibilities include: - Providing Tier 3 escalation support by analyzing, troubleshooting, and resolving complex technical issues across the Akamai Zero Trust Platform. - Resolving issues that were unable to be addressed by lower support tiers. - Developing scripts and delivering custom solutions and workarounds to help partners and customers resolve complex technical challenges. - Analyzing product bugs and working closely with R&D and Product Management to prioritize and schedule their fixes. - Providing technical training and developing technical procedures and support documentation. - Providing Pre-Sales and Post-Sales services. - Representing the business unit as a Subject Matter Expert/Technical Lead in internal and external correspondence.