Akamai Technologies, Inc. Technical Solutions Engineer.. in Bangalore, India
Technical Solutions Engineer..
4 days ago Post Date
005167 Requisition #
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.
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.
Clearly communicate with customers via telephone, email, and occasionalface-to-face contact to ensure that you understand the issue and theyunderstand the resolution
Work independently with our customers' technical teams on post-salestechnical issues. The investigation of technical issues may involve complexdata analysis from Akamai's distributed network and an in-depth examination ofthe interaction between Akamai and the customer's infrastructure
Work closely with and manage issue-specific cross-functional teams composedof Engineering, Operations, Sales, Professional Services, and AccountManagement representatives
Design and implement solutions to address a given customer issue aftergathering & understanding customer requirements
Assume a technical account management role for designated named accounts orstrategic customers by analyzing existing technical issues and proposingsolutions for the customer
Manage custom support of special high-profile network events
Develop methods and best practices for delivering outstanding service
Become a Subject Matter Expert (SME) for 1 or more products/services and/orinternet technologies
Education: Bachelor's Degree in Computer Science/Engineering, Management Information Sciences (MIS), or relevant engineering/science fields.
WorkExperience: 2 to 4 Years
In depth knowledge of howthe Internet works (HTTP, DNS, Streaming, etc.)
Knowledge of common networkprotocols (TCP/IP, ICMP) and troubleshooting tools
Experience providingtechnical solutions & support to enterprise (Business-to-Business [B2B])customers
Knowledge of ActiveDirectory and authentication within it
Knowledge in Secure Remoteaccess & Single Sign On
Customer focus, acting withthe customer in mind, anticipating future needs, identifying long-termsolutions and dedicated to providing a superior support experience for thecustomer
Excellent verbal andwritten communication skills, with proven ability to disseminate information ina clear and correct manner to business and technical audiences
Strong relationshipbuilding skills, with the ability to positively influence the actions of others,working as a team player
Great problem solvingskills with the ability to resolve complex, highly technical issues, oftenunder time pressure
Creative and able to think‘outside of the box’ with a proven track record in proposing and implementingsolutions for enterprise customers
Ability to manage multiplepriorities, commitments and projects
Self-motivated, directedand passionate about what you do, striving for results constantly
Programming knowledge and experience (Perl/shell scripting or Java preferable)
Familiarity with technologies like:
J2EE (using Tomcat and/or Websphere) or .NET architecture
Web Services (SOAP, XML)
Configuring webservers (Apache, IIS) and the infrastructure necessaryto support a dynamic website (load balancers, connecting to databases, etc.)
Streaming (Flash, HTTP Live Streaming, etc.)
SQL and databases
Familiarity with Automated Call Distribution (ACD) and at least one CRMsystem such as Siebel, Remedy or Salesforce.com
Hands-on support experience with Enterprise on premise products - includingexperience troubleshooting 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.