Senior Cloud Support Engineer

Bangalore, Karnataka
Permanent
Full-time

9 days ago

Job Category: Cloud SupportJob Description:Are you passionate about Akamai Compute technologies and services?Does solving some of the Compute Support team's most difficult challenges interest you?Join our Compute Product Support Group!We resolve complex Customer Support issues and share insights with the Compute Support team. Our focus includes enhancing technical skills and fostering team growth to deliver exceptional Support experiences for customers.Partner with the bestCollaborate with Site Reliability and Product Development teams to address complex customer issues. Investigate JIRA escalations from Support. Identify best practices and improve troubleshooting methods for enhanced customer support. Provide feedback and mentor Support team members. Partner with Training and Quality Control teams to identify learning opportunities for skill development.As a Senior Cloud Support Engineer, you will be responsible for:

Working with our Incident team to address emerging issues with our platform and services.
Solving Customer issues reported to us from the Support team via JIRA.
Providing Level 1 Support for critical internal production customer accounts.
Collaborating with Site Reliability Engineering and Product teams, determining optimal solutions for specific customer issues.
Working with Training, Quality Control, and Support Leadership to identify training opportunities for the Compute Support team.
Facilitating mentorship sessions with the existing Customer Support team to help build their technical and troubleshooting skills.

Do what you loveTo be successful in this role you will:

Demonstrate 5+ years of experience in Cloud Hosting, engaging with customers in person and via written communication.
Provide responses to technical customer support inquiries using prior relevant experience.
Demonstrate effective collaboration skills and maintain a customer-focused approach in issue resolution.
Understand fundamental customer support principles, including customer effort reduction, issue ownership, and intra-term communication.
Demonstrate expertise in Cloud service offerings: Virtualization, DNS, Distributed Storage, APIs, Kubernetes, troubleshooting Linux environments.
Have experience troubleshooting technical issues using standard tools like MTR, tcpdump, and nmap.
Utilize open-source tools like Prometheus, Grafana, and Loki to identify and resolve customer issues.

Work in a way that works for youFlexBase, 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.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 youAt 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 usAkamai 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 usAre 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!

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