Technical Support Engineer Job Description
Overview:
About the Job The excellent service we bring to our customers is one of our most valuable assets in the market. As an Akamai Technical Support Engineer you will be an integral member of a team responsible for quickly resolving highly 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. To deliver the best possible service, you will cooperate with the professional services and International Account Team. About the Team You will be part of the International Customer Care Organization supporting our global customers, which include many Fortune 500 corporations. You will be dealing with them on a daily basis as the primary interface in supporting the technical aspects of Akamai network services and applications they use.
Responsibilities:
- 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).
Technical Support Engineer Job Requirements
Qualifications:
Basic Qualifications
- BS/University Degree in Computer Science/Engineering. Masters/PhD or similar education/working experience.
- 3-5 years experience in engineering, systems administration, engineering support or consulting.
- Good English phone and writing skills are required and must be fluent in either Italian or Spanish.
- Experience with UNIX shell scripting, Perl, Java.
- In depth knowledge of HTTP, DNS, network routing, common network protocols (TCP/IP) and tools (ping, traceroute).
- Knowledge of web programming (HTML, JavaScript, ASP, JSP).
- Familiarity with the following: J2EE or .NET, XML Webservices, Databases and Webserver administration.
- 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.
About Akamai:No one carries more of the world's Web traffic than Akamai, so working with Akamai means you’re helping some of the world’s best known brands succeed in bringing any experience to any device, anywhere. Cloud computing, SaaS, eCommerce, online entertainment and dynamic personalized experiences are all fueled by Akamai technology. Join Akamai and you join a culture that’s extremely intelligent, strongly supportive and passionately committed to delivering world-class solutions. Some of the best minds in business, mathematics, and engineering work at Akamai – leading, learning and shaping the future of the Internet.
If you would like to include a cover letter, please be sure combine your cover letter and resume into one document.Technical Support Engineer Application Information
Please apply with your CV and cover letter by the 'apply' button below.
Please use "Qreer.com" as reference in your application.
Technical Support Engineer Summary
| Education Backgrounds: |
Business Engineering
Software Engineering
|
| Specialties: |
Computer Networks
Consultancy
Design Engineering
Programming
|
| Education Level: |
Undergraduate (Bachelors)
Postgraduate (Masters)
Doctorate (PH.D)
|
| Experience: |
10 - 15 years
2 - 5 years
5 - 10 Years
|
| Languages spoken: |
English
Italian
Spanish
|
| Job Location: |
Munich, Germany |
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