Job Description

Job Category: Technical Support
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Would you like the opportunity to solve complex technical challenges in the cloud for our prestigious customers?
Are you passionate about ensuring customer success?
Join our global Cloud Support Team
Akamai Cloud Support is a collaborative team focused on delivering exceptional experiences to strategic APJ accounts. The group works together on complex platforms to resolve issues efficiently while fostering shared learning. Knowledge-sharing and feedback are key to improving Akamai's products and services, ensuring continuous growth and customer satisfaction.
Make a difference to our customers
This role involves serving as the initial customer contact, resolving complex technical issues efficiently. Collaboration with diverse stakeholders ensures optimal solutions are identified. Additionally, responsibilities include proactively assessing and addressing risks to reduce potential disruptions for clients.
As a Customer Support Specialist, you will be responsible for:

• Providing effective responses to customer queries via support tickets, emails, phone calls, and live chat professionally.
• Working independently to manage incidents and escalations to closure
• Collaborating with Accounts, Sales, Services, Engineering, and Support teams to ensure customer success on the Akamai platform
• Managing customer support of special high-profile events, such as the Olympics. World cup and other global events

Do what you love
To be successful in this role you will:

• Possess 1-3 relevant experience in computer science, engineering, MIS, or related field equivalent qualifications.
• Demonstrate understanding of fundamental computing concepts: Linux, Virtualization and Cloud Computing technologies like Containers, Kubernetes, VPCs, Storage
• Understand Internet flow, IP networks, DNS, routing, firewalls, and communication protocols like HTTP, TCP/IP, RTMP, UDP.
• Provide expertise on web applications and deliver technical solutions while offering customer support effectively.
• Demonstrate ability to communicate professionally with customers and collaborate with internal stakeholders
• Demonstrate aptitude for building trusted relationships with customers and team members
• Have language proficiency: English communication skills to support a diverse enterprise customer base.

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.
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
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!

Skills Required