Akamai Technologies, Inc. Technical Solutions Engineer.. in Bangalore, India
Technical Solutions Engineer..
4 days ago Post Date
005166 Requisition #
About the Job
As an Akamai Technical Solutions Engineer 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 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 AkaTec team supporting our global customers. As a member of this team you will work in a highly collaborative environment to deliver excellent customer support.
Clearlycommunicate with customers via telephone, email, and occasionalface-to-face contact to ensure that you understand the issue and theyunderstand the resolution
Workindependently with our customers' technical teams on post-sales technicalissues. The investigation of technical issues may involve complex dataanalysis from Akamai's distributed network and an in-depth examination ofthe interaction between Akamai and the customer's infrastructure
Work closely withand manage issue-specific cross-functional teams composed of Engineering,Operations, Sales, Professional Services, and Account Managementrepresentatives
Design andimplement solutions to address a given customer issue after gathering& understanding customer requirements
Assume atechnical account management role for designated named accounts orstrategic customers by analyzing existing technical issues and proposingsolutions for the customer
Manage customsupport of special high-profile network events
Develop methodsand best practices for delivering outstanding service
Become a SubjectMatter Expert (SME) for 1 or more products/services and/or internettechnologies
Education: Bachelor's Degree in Computer Science/Engineering, Management Information Sciences (MIS), or relevant engineering/science fields.
Work Experience: 2 to 4 Years
In depthknowledge of how the Internet works (HTTP, DNS, Streaming, etc.)
Knowledge ofcommon network protocols (TCP/IP, ICMP) and troubleshooting tools
Experienceproviding technical solutions & support to enterprise(Business-to-Business [B2B]) customers
Knowledge ofActive Directory and authentication within it
Knowledge inSecure Remote access & Single Sign On
Customer focus,acting with the customer in mind, anticipating future needs, identifyinglong-term solutions and dedicated to providing a superior supportexperience for the customer
Excellent verbaland written communication skills, with proven ability to disseminateinformation in a clear and correct manner to business and technicalaudiences
Strongrelationship building skills, with the ability to positively influence theactions of others, working as a team player
Great problemsolving skills with the ability to resolve complex, highly technicalissues, often under time pressure
Creative andable to think ‘outside of the box’ with a proven track record in proposingand implementing solutions for enterprise customers
Ability tomanage multiple priorities, commitments and projects
Self-motivated,directed and passionate about what you do, striving for results constantly
Programmingknowledge and experience (Perl/shell scripting or Java preferable)
Familiarity withtechnologies like:
J2EE (usingTomcat and/or Websphere) or .NET architecture
Web Services(SOAP, XML)
Configuringwebservers (Apache, IIS) and the infrastructure necessary to support adynamic website (load balancers, connecting to databases, etc.)
Streaming(Flash, HTTP Live Streaming, etc.)
Familiarity withAutomated Call Distribution (ACD) and at least one CRM system such asSiebel, Remedy or Salesforce.com
Hands-on supportexperience with Enterprise on premise products - including experiencetroubleshooting networking and firewall connectivity issues
About Akamai Technologies
Akamai is the global leader in Content Delivery Network (CDN) services, making the Internet business ready—fast, reliable, and secure—for its customers. The company's advanced web performance, mobile performance, cloud security and media delivery solutions are revolutionizing how businesses optimize consumer, enterprise and entertainment experiences for any device, anywhere. Headquartered in Cambridge, MA, Akamai has offices around the world and operates the most pervasive, highly distributed CDN—with more than 200,000 servers in 110 or more countries—delivering up to 30% of all Web traffic. Learn more atwww.akamai.com/careers.
Akamai is a growing, and evolving, company with offices and operations around the world. As such, we strive to foster inclusive and representative workplaces where all employees are wholly welcome, and enabled to share and benefit from each other’s diverse contributions, as one global team. Our commitment to diversity reaches beyond our corporate offices, to our business partners and suppliers who share the same principles, and whose employees we value as integral to the Akamai business family. Learn more atwww.akamai.com/diversity.
Akamai Technologies is an Affirmative Action, Equal Opportunity Employer that values the strength that diversity brings to the workplace. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, race/ethnicity, protected veteran status, disability, or other protected group status. If you'd like more information about EEO rights under United States law, please click here.