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Technical Support Engineer
About Akamai
As the world’s largest and most trusted cloud delivery and
security platform, we are passionate technologists who believes in the power of
technology across the big wide web. Akamai’s portfolio of web and mobile
performance, cloud security, enterprise access, and video delivery solutions
help other businesses to focus on what truly matters to them and their
customers. We empower the world to be more connected, faster, safer and secure.
To learn why the top financial institutions, e-commerce leaders, media &
entertainment providers, and government organizations trust Akamai please visit
www.akamai.com, blogs.akamai.com, or @Akamai on Twitter.
The role
The Akatech Team is
dedicated to helping our customers and partners maximize their investment
Akamai’s products and services. As an
Akamai Technical Support Engineer you will be an integral member of a team
responsible for technical advisory, resolving technical, complex issues and providing
solutions to customer problems. You will be critical in maintaining the trust
of our customers when working with our customers' technical operations teams to
define the issue, resolve it, or enlist a cross-functional team to resolve it.
Working in a diverse team, you will collaborate with professional services and
International Account Team in providing customer value added solutions.
About the Team
You
will be part of the International Customer Care Organization supporting global
customers, including many Fortune 500 corporations. As the face of Akamai, you
will be dealing with our clients daily supporting the technical aspects of
Akamai network services and applications they use.
- Work and resolve technical problems and issues reported from the technical staff of our customers related to Akamai’s products and Infrastructure.
- Demonstrate leadership
and work independently to resolve complex technical problems, including
escalation to our product engineers as necessary.
Demonstrate Customer
Orientation: You are able to understand quickly what the customer wants and the
associated technical and business impact.
- Work with an English speaking, multicultural team, operating in different time zones. Show your ability to mentor and guide other members of the Customer Care Organization.
- Work closely with and manage issue-specific cross-functional teams composed of Engineering, Operations, Sales, Professional Services, and Account Management representatives.
- Develop methods and best practices for delivering outstanding service. Participate to share knowledge through creation of knowledge base articles about solved issues.
- Define, coordinate, and prioritize customer feedback and convert it to ideas into engineering requirements for future enhancements to Akamai's services, In addition you will team up with Engineering and Product Management to implement these enhancements. Flexible working time (for example willing to work “occasionally” shifted hours or weekends).
You Have:
- 5 years of relevant
experience and a Bachelor’s degree.
BS/University Degree in Computer
Science/Engineering. Masters/PhD or similar education/working experience.
- 3-5 experience in engineering, systems administration, engineering support or consulting.
- Language fluency in Mandarin and English, conversational and writing skills are required. Cantonese is a plus
- Experience with UNIX shell scripting, Perl, Java.
- In depth knowledge of HTTP, SSL, DNS, network routing, common network protocols (TCP/IP) and tools (ping, traceroute).
- Knowledge of web programming (HTML, JavaScript, ASP, JSP).
- Strong analytical skills and technical writing skills; excellent communicator who can disseminate information in a clear manner to both business and technical audiences.
- Must be able to resolve complex, highly technical issues; creative and able to "think out of the box", propose and implement new Solutions for customers.
- Self-motivated and capable of managing multiple priorities and commitments. Strong team players who enjoy working in a fast paced team atmosphere.