Cloud Support Engineer II

• Lead critical global technical support for online customers
• Deliver reliable B2B customer support via Akamai's chat and email channels for Enterprise and SMB clients
• Collaborate internally to resolve technical issues quickly and ensure peak performance on Akamai's Network
• Analyze Akamai Network issues, create proactive solutions, and investigate performance improvements
• Adapt communication style for real-time chat and email support
• Diagnose and resolve intricate technical challenges methodically
• Prioritize urgent matters while maintaining precision in issue resolution
• Drive customer success by understanding customer needs, providing CDN guidance, and facilitating training
• Drive process improvement, operational optimization, and top-tier service metrics

• 3–4 years of experience
• Bachelor's degree in computer science or engineering
• At least 2+ years of technical B2B support experience, including enterprise chat channel experience
• Solid knowledge of the internet, including DNS, HTTP/S, and TCP
• Linux/Unix basics
• Knowledge of VPN, SAML, and authentication processes
• Exceptional written communication skills
• Ability to prioritize workloads and convey technical matters to stakeholders with varying technical expertise
• Customer-centric approach and strong interpersonal skills
• Collaboration and adaptability

• Health, well-being, and financial benefits
• FlexBase flexible work arrangements: work from home, in an office, or a combination of both