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Associate Technical Support Engineer - Media Team
As an Akamai Digital Media Technical Support Engineer you will be an integral member of an EMEA wide team (spread out across 6 EMEA locations) 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 and upper management 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. You will work in a highly collaborative environment to deliver excellent, world-class technical support.
Responsibilities:
●Clearly communicate with customers to design and implement complex technical solutions
●Work independently with our customers' teams on post-sales technical issues which may involve complex data/log analysis from Akamai's distributed network and examination of the customer's infrastructure
●Work closely with and coordinate problem resolution through cross-functional teams
●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
●Become a Subject Matter Expert (SME) for multiple products/services and/or internet technologies
Basic Skills:
●Bachelor's, Masters, PhD Degree in Computer Science/Engineering or relevant engineering/science fields or relevant work experience
●Knowledge of common network protocols (HTTP, TCP/IP, UDP, RTMP) and troubleshooting tools
●Experience providing technical solutions & support to enterprise Business-to-Business [B2B]) customers
●Strong and creative technical skills
●Excellent verbal and written communication skills, with proven ability to disseminate information in a clear manner to business and highly technical audiences
●Fluent in English and one of the following languages French, German, Italian, Spanish
Desired Skills:
●Agility with at least one of the below listed technologies is required:○RTMP Flash○Adobe HTTP Dynamic Streaming (HDS)○Apple HTTP Live Streaming (HLS)○Microsoft Silverlight Smooth Streaming○Progressive Downloads○Video Encoding○Web Server Administration (Apache, IIS, nginx)○Web Services (SOAP, XML)
●Knowledge of web programming (HTML, JavaScript, ASP, JSP) is an asset but not a must
●Operating systems & programming knowledge and experience (Linux/variants of Unix, Perl/shell scripting or Java)
●SQL and databases – crafting complex queries
●Familiarity with Automated Call Distribution (ACD) and at least one CRM system such as Siebel, Remedy or Salesforce.com
Please add to your CV the statement below: „Wyrażam zgodę na przetwarzanie moich danych osobowych dla potrzeb niezbędnych do realizacji obecnych jak i przyszłych procesów rekrutacji zgodnie z ustawą z dnia 29 sierpnia 1997 r. o ochronie danych osobowych (tekst jednolity: Dz.U.2014r. poz.1182).”
●Bachelor's, Masters, PhD Degree in Computer Science/Engineering or relevant engineering/science fields or relevant work experience
●Knowledge of common network protocols (HTTP, TCP/IP, UDP, RTMP) and troubleshooting tools
●Experience providing technical solutions & support to enterprise Business-to-Business [B2B]) customers
●Strong and creative technical skills
●Excellent verbal and written communication skills, with proven ability to disseminate information in a clear manner to business and highly technical audiences
●Fluent in English and one of the following languages French, German, Italian, Spanish
Desired Skills:
●Agility with at least one of the below listed technologies is required:○RTMP Flash○Adobe HTTP Dynamic Streaming (HDS)○Apple HTTP Live Streaming (HLS)○Microsoft Silverlight Smooth Streaming○Progressive Downloads○Video Encoding○Web Server Administration (Apache, IIS, nginx)○Web Services (SOAP, XML)
●Knowledge of web programming (HTML, JavaScript, ASP, JSP) is an asset but not a must
●Operating systems & programming knowledge and experience (Linux/variants of Unix, Perl/shell scripting or Java)
●SQL and databases – crafting complex queries
●Familiarity with Automated Call Distribution (ACD) and at least one CRM system such as Siebel, Remedy or Salesforce.com
Please add to your CV the statement below: „Wyrażam zgodę na przetwarzanie moich danych osobowych dla potrzeb niezbędnych do realizacji obecnych jak i przyszłych procesów rekrutacji zgodnie z ustawą z dnia 29 sierpnia 1997 r. o ochronie danych osobowych (tekst jednolity: Dz.U.2014r. poz.1182).”