Product Support Engineer Job (Westford, MA, US)

Location:	Westford, MA, US	Posted Date:	2015-10-28 00:00:00.0
Category:	Product Management	ID:	48417

Overview:

About the Job
Become a key technical contributor within a small cohesive team providing advanced product support and engineering services for Akamai’s Carrier Products Division Aura^TM Content Delivery Network solutions. Work closely with Akamai customers, Field/Sales Engineers, and Development Engineering towards the successful integration, deployment, operation, and ongoing technical support of Aura^TMpowered Content Delivery infrastructure. Provide timely resolution of technical issues escalated to the Carrier Products Division as reported by customers and Akamai’s Sales, Support, and Engineering organizations. Replicate and characterize complex product related issues and drive resolution through Development Engineering.

About the Team
Akamai’s Carrier Products Division is responsible for developing and selling products for network service providers. These products include CDN SaaS offerings and a whole new line of licensed CDN products sold under Akamai’s Aura brand. Akamai’s Aura products incorporate the strength of Akamai’s global distributed computing system packaged into a software product and sold to network service providers either directly, through systems integrators, or via OEM embedding into network nodes. The Aura Lumen licensed software products interconnect with Akamai’s ubiquitous global network to provide advanced capabilities and global content delivery.

Responsibilities:

* Provide Advanced Support of Akamai’s Aura^TM Content Delivery Solutions enabling success of Akamai Customers, Akamai’s Level I/II Global Technical Support Organization, and the Akamai Sales Engineering Organization.
* Ensure success of product integration/qualification efforts, lab/field trials, and production deployments.
* Provide Escalation Management from both a Technical and Customer Satisfaction perspective for Aura^TM product escalations into the Carrier Products Division.
* Identify, document, and influence implementation of product supportability features and improvements through the Product Management and Development Engineering organizations.
* Some travel onsite to assist customers and/or Sales Engineering required.

Qualifications:

Basic Qualifications
* 5 years support and debugging experience working with the following; Linux, DNS, HTTPS
* BSCS, BSCE or equivalent experience required.

Desired Qualifications
* Experience with Tier 1,2, & 3 Carriers/Service Providers desirable.
* Some Travel required.
Successful Candidates will be well versed in the following:
* CentOS/RHeL and associated Linux tools
* HTTP
* DNS
* Apache, NGINX, IIS Origin Servers
* Adaptive Bit Rate Streaming Technologies (e.g. Apple HLS, Microsoft Silverlight)
* Broadcast Video Distribution Technologies
* VoD
* IPv4 and associated protocol suite (e.g. TCP, UDP, SNMP, ICMP etc.)
* IPv4 Routing Concepts and associated protocols (RIP/OSPF/BGP/MPLS)
* L2 Switching Concepts
* Technical Support processes
Knowledge of Content Delivery Networks (CDN) a definite plus.
* Expertise in Scripting (Bash, Perl, Python).

Other Information
* Is relocation available for this position: No
* Is US Citizenship required: No
* Is a Security Clearance Required: No
If yes, applicants selected will be subject to a government security investigation & must meet eligibility requirements for access to classified information.

About Akamai:

Akamai® is the leading content delivery network (CDN) providing cloud services that help deliver, optimize, and secure online content and business applications. At the foundation of Akamai solutions, the Akamai Intelligent Platform^TM enables unmatched speed, reliability, and security–backed by expertise and relentless innovation–to improve reach and invisibility across the web. Akamai removes the complexities of connecting the increasingly mobile world, supporting 24/7 consumer demand, and enabling enterprises to more securely leverage the cloud. To learn how Akamai is accelerating the pace of innovation in a hyperconnected world, visit www.akamai.com, and follow @Akamaijobs on Twitter.


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. EEO is the Law.