Product Support Engineer

Job Description

Job Description Are you excited by the prospect of working in API security? Do you enjoy working with customers to solve complex technical problems? Join our prestigious technical support team Our team boasts some of the most talented and experienced application programming interface (API) security experts. We're always looking for new people to inspire us and make us better. We utilize tools, process, and knowledge to diagnose and resolve product and customer issues. Support enterprise customers including some of the best-known global brands We are looking for a Product Support Engineer to join our support engineering team. This is an opportunity to work with innovative API security platform. As a Product Support Engineer, you will be responsible for: Acting as a product expert for all technical aspects of the API Security platform Working remotely to assist presales and post-sales customers and collaborate with internal teams to resolve issues effectively Owning the resolution of complex support escalations from multiple stakeholders end-to-end Deflecting technical escalations from reaching the R&D team Writing scripts, improving internal tools, and creating processes to support customers and internal stakeholders Reproducing customer issues, finding workarounds, and writing high quality bug reports Working on-call shifts, including nights, weekends, and select holidays, may be required. Do What You Love To be successful in this role you will: Have 8 years of relevant experience supporting software products for B2B customers Have 5 years of experience supporting complex technical escalations, software deployments, & upgrades of B2B SaaS products Have 5 years of relevant experience working with R&D teams on complex Demonstrate expertise in three areas and intermediate skills: Linux, SQL, Docker, Kubernetes, cloud, APIs, networking, scripting. Have customer-focused and a responsiveness mindset Have excellent English communication skills to communicate technical problems to technical & non-technical internal & external stakeholders Work in a way that works for you FlexBase, Akamai's Global Flexible Working Program, is based on the principles that are helping us create the best workplace in the world. When our colleagues said that flexible working was important to them, we listened. We also know flexible working is important to many of the incredible people considering joining Akamai. FlexBase, gives 95% of employees the choice to work from their home, their office, or both (in the country advertised). This permanent workplace flexibility program is consistent and fair globally, to help us find incredible talent, virtually anywhere. We are happy to discuss working options for this role and encourage you to speak with your recruiter in more detail when you apply. Learn what makes Akamai a great place to work Connect with us on social and see what life at Akamai is like! We power and protect life online, by solving the toughest challenges, together. At Akamai, we're curious, innovative, collaborative and tenacious. We celebrate diversity of thought and we hold an unwavering belief that we can make a meaningful difference. Our teams use their global perspectives to put customers at the forefront of everything they do, so if you are people-centric, you'll thrive here. Working for you Benefits At Akamai, we will provide you with opportunities to grow, flourish, and achieve great things. Our benefit options are designed to meet your individual needs for today and in the future. We provide benefits surrounding all aspects of your life: Your health Your finances Your family Your time at work Your time pursuing other endeavors Our benefit plan options are designed to meet your individual needs and budget, both today and in the future. About Us Akamai powers and protects life online. Leading companies worldwide choose Akamai to build, deliver, and secure their digital experiences helping billions of people live, work, and play every day. With the world's most distributed compute platform from cloud to edge we make it easy for customers to develop and run applications, while we keep experiences closer to users and threats farther away. Join us Are you seeking an opportunity to make a real difference in a company with a global reach and exciting services and clients? Come join us and grow with a team of people who will energize and inspire you!