Senior Product Support Engineer
Join Akamai Technologies as a Senior Product Support Engineer on our Global Escalation Team. You will be a key technical contributor responsible for escalations of Akamai's Enterprise Access and Security Group, providing advanced support for our Zero Trust Security platform.
Responsibilities
* Building and maintaining a knowledge of the PacketFence product and assessing new product features.
* Running proof‑of‑concepts for evaluation, setup and testing of PacketFence and becoming a configuration SME.
* Gathering feedback from testing and providing it to the product team, identifying areas where automation would be useful.
* Monitoring ticket queue, handling escalations and non‑standard requests.
* Developing and maintaining detailed documentation and configuration standards.
* Supporting the team as incidents arise and representing the team at Change Advisory Board meetings.
Qualifications
* Good knowledge of web network architecture & protocols (CDN, HTML, HTTP, HTTPS, TLS/SSH, IPv4/v6, DNS, DHCP, LDAP).
* Good knowledge of network architectures and security (VLAN, routing, 802.1X and EAP).
* Possess knowledge of network access control solutions such as Cisco ISE, Aruba ClearPass or others.
* Experience in managing and monitoring high‑traffic and scalable performance systems.
* Exposure to scripting is a plus.
* Ability to understand complex flows and provide creative technical solutions while working with log files.
Benefits
* Your health.
* Your finances.
* Your family.
* Your time at work.
* Your time pursuing other endeavors.
Flexible Working
FlexBase, Akamai's Global Flexible Working Program, gives employees the choice to work from home, office, or both, supporting a comfortable work‑life balance.
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