Job Description

Technical Solutions Engineer..
Hot
Bangalore, India
Technical Support
Aug 14, 2018 Post Date
013657 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.
Responsibilities
+ Clearly communicate with customersvia telephone, email, and occasional face-to-face contact to ensure thatyou understand the issue and they understand the resolution
+ Work independently with ourcustomers' technical teams on post-sales technical issues. Theinvestigation of technical issues may involve complex data analysisfrom Akamai's distributed network and an in-depth examination of theinteraction between Akamai and the customer's infrastructure
+ Work closely with and manageissue-specific cross-functional teams composed of Engineering, Operations,Sales, Professional Services, and Account Management representatives
+ Design and implement solutions toaddress a given customer issue after gathering & understandingcustomer requirements
+ Assume a technical accountmanagement role for designated named accounts or strategic customers byanalyzing existing technical issues and proposing solutions for thecustomer
+ Manage custom support of specialhigh-profile network events
+ Develop methods and best practicesfor delivering outstanding service
+ Become a Subject Matter Expert(SME) for 1 or more products/services and/or internet technologies
Qualification
Education: Bachelor's Degree in Computer
Science/Engineering, Management Information Sciences (MIS), or relevant
engineering/science fields.
Work Experience: 2 to 4 Years
Mandatory Qualifications:
+ In depth knowledge of how theInternet works (HTTP, DNS, Streaming, etc.)
+ Knowledge of common networkprotocols (TCP/IP, ICMP) and troubleshooting tools
+ Experience providing technicalsolutions & support to enterprise (Business-to-Business [B2B])customers
+ Customer focus, acting with thecustomer in mind, anticipating future needs, identifying long-termsolutions and dedicated to providing a superior support experience for thecustomer
+ Excellent verbal and writtencommunication skills, with proven ability to disseminate information in aclear and correct manner to business and technical audiences
+ Strong relationship buildingskills, with the ability to positively influence the actions of others,working as a team player
+ Great problem-solving skills withthe ability to resolve complex, highly technical issues, often under timepressure
+ Creative and able to think‘outside of the box’ with a proven track record in proposing andimplementing solutions for enterprise customers
+ Ability to manage multiplepriorities, commitments and projects
+ Self-motivated, directed andpassionate about what you do, striving for results constantly
Desired Qualifications:
+ Programming knowledge andexperience (Perl/shell scripting or Java preferable)
+ Knowledge of web programming(HTML, JavaScript, ASP, JSP)
+ Familiarity with technologieslike:
o J2EE
(using Tomcat and/or Websphere) or .NET architecture
o Web
Services (SOAP, XML)
About Akamai Technologies
Akamai secures and delivers digital experiences for the world's largest companies. Akamai's intelligent edge platform surrounds everything, from the enterprise to the cloud, so customers and their businesses can be fast, smart, and secure. Top brands globally rely on Akamai to help them realize competitive advantage through agile solutions that extend the power of their multi-cloud architectures. Akamai keeps decisions, apps and experiences closer to users than an