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Technical Support Engineer, APAC

Keywords / Skills : Technical Support, Technical Support Executive, TSR, Tech Support, Customer Support, TSE, Technical Support Engineer, Helpdesk, Desktop Support, IT Helpdesk, TSA

2 - 6 years
Posted: 2019-07-25

IT/Computers - Software
Internet Service Provider
Technical Support Engineer
Posted On
25th Jul 2019
Job Description

About the Job

As an Akamai Technical Solutions Engineer (II) you will be an integral member of a team responsible for quickly resolving highly technical, complex issues. You will be critical in maintaining the trust of our customers (which include many Fortune 500 corporations and government agencies). You will be working directly with our customers' technical operations teams or leaders themselves in defining issues, resolving them, or leading a cross-functional team to drive resolutions.

This is not your typical technical support position. You will be intimately involved in all technical aspects of Akamai's products and services and be critical to our customer relationships. You will work closely with the rest of the support team and engineering to share knowledge, deliver the best possible service for our customers, and improve Akamai by developing ideas based on customer feedback. As a member of this team, you will work in a highly collaborative environment to deliver excellent customer support. In addition, you may be assigned a set of Strategic Accounts to manage their technical requirements.

About the Team

You will be part of Akamai’s best-in-class technical support team supporting our global customers. As a member of this team you will work in a highly collaborative environment to deliver excellent customer support.


• Clearly communicate with customers via telephone, email, and occasional face-to-face contact to ensure that you understand the issue and they understand the resolution

• Work independently with our customers' technical teams on post-sales technical issues. The investigation of technical issues may involve complex data analysis from Akamai's distributed network and an in-depth examination of the interaction between Akamai and the customer's infrastructure

• Work closely with and manage issue-specific cross-functional teams composed of Engineering, Operations, Sales, Professional Services, and Account Management representatives

• Design and implement solutions to address a given customer issue after gathering & understanding customer requirements

• Evangelize the need for Akamai at various levels of the customer organization.

• Assume a technical account management role for designated named accounts or strategic customers by analyzing existing technical issues and proposing solutions for the customer

• Manage custom support of special high-profile network events

• Define requirements and/or code tools in order to automate troubleshooting tasks.

• Develop methods and best practices for delivering outstanding service

• Become a Subject Matter Expert (SME) for 2 or more products/services and/or internet technologies

• Contribute to the global TSE community; participate in discussions and forums where industry trends and Akamai solutions are involved.

• Provide technical mentorship and training for new hires and peers


Education: Bachelor's Degree in Computer Science/Engineering, Management Information Sciences (MIS), or relevant engineering/science fields.

Work Experience: 6 to 8 Years

Mandatory Qualifications:

* In depth knowledge of how the Internet works (HTTP, DNS, Streaming, etc.)

* Knowledge of common network protocols (TCP/IP, UDP, RIP, BGP) and troubleshooting tools

* Experience providing technical solutions & support to enterprise (Business-to-Business [B2B]) customers

* Programming knowledge and experience (Perl/shell scripting or Java preferable)

* Knowledge of web programming (HTML, JavaScript, ASP, JSP)

* Familiarity with technologies like:

* Configuring webservers (Apache, IIS) and the infrastructure necessary to support a dynamic website (load balancers, connecting to databases, etc.), or

* Streaming (Flash, HTTP Live Streaming, etc.)

* Customer focus, acting with the customer in mind, anticipating future needs, identifying long-term solutions and dedicated to providing a superior support experience for the customer

* Excellent verbal and written communication skills, with proven ability to disseminate information in a clear and correct manner to business and technical audiences

* Strong relationship building skills, with the ability to positively influence the actions of others, working as a team player

* Great problem solving skills with the ability to resolve complex, highly technical issues, often under time pressure

* Creative and able to think ‘outside of the box’ with a proven track record in proposing and implementing solutions for enterprise customers

* Ability to manage multiple priorities, commitments and projects

* Self-motivated, directed and passionate about what you do, striving for results constantly

* Familiarity with Automated Call Distribution (ACD) and at least one CRM system such as Siebel, Remedy or

Desired Qualifications:

* Hands-on experience in technical mentoring and training peers or new hires

* Familiarity with technologies like:

* J2EE (using Tomcat and/or Websphere) or .NET architecture

* Web Services (SOAP, XML)

* SQL and databases

About Company

If you've ever shopped online, downloaded music, watched a web video or connected to work remotely, you've used Akamai's cloud delivery platform. Top brands globally rely on Akamai to help them deliver the world's best and most secure digital experiences on any device, anywhere.

Akamai is the world’s largest and most trusted cloud delivery platform, delivering 95 exabytes of data a year across billions of devices. With the broadest array of best-in-class cloud delivery products and services, including superior web and mobile performance, cloud security, enterprise access, and video delivery solutions – all underpinned by exceptional customer service and 24/7 monitoring – businesses count on our people and technology to support them every step of the way.

Find us on Twitter @Akamai, check out our videos on YouTube at, and read our corporate blog at
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