| Location: | Cambridge, MA, US | Posted Date: | 2015-10-19 00:00:00.0 | ||
| Category: | Technical Support | ID: | 46253 |
Overview:MUST BE FLUENT IN JAPANESE
About the Job
As a Technical Support Engineer you will be an integral member of a team responsible for quickly resolving highly technical, complex issues. Your role will be critical in maintaining the trust of our customers. 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 position will augment our Asia Pacific Team for after-hours support for Japanese Media Accounts.
About the Team
You will be part of Akamai’s best-in-class technical support 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:
* Work to resolve technical issues related to Akamai’s products and infrastructure as reported by our customers' technical staff.
* Work independently with our customers' technical teams on both pre- and post- sales technical issues. The investigation of technical issues may involve complex data analysis from Akamai's distributed network and an in-depth examination of the interaction between Akamai and the customer's origin infrastructure.
* Demonstrate leadership and work independently to resolve complex technical problems, including escalations to our product engineers.
* Develop methods and best practices for delivering outstanding service, as well as participate in knowledge sharing through the creation of knowledge base articles.
* Work as a technical resource on engineering bridges on complex issues.
* Subject Matter Expert of multiple product/services and work with engineering to ensure that new Akamai services can be supported as part of the New Product Introduction (NPI) process.
* Define, coordinate, and prioritize customer feedback and ideas into engineering requirements for future enhancements to Akamai's services. Work closely with Engineering and Product Management to implement these enhancements.
Qualifications:
Basic Qualifications
* Bachelors Degree in CS, MIS, or relevant engineering/science fields.
* 5+ years experience in technical support, engineering, IT, project management or consulting.
* 5+ years of experience in Internet technologies, standards and protocols, including DNS, TCP/IP, HTTP/HTTPS, Web architecture and design or relevant coursework.
Desired Qualifications
* Must be fluent in Japanese.
* Prior customer-facing experience.
* Knowledge of how the Internet works (HTTP and DNS).
* Programming knowledge and experience (Perl/shell scripting or Java preferable).
* Knowledge of common network protocols (TCP/IP, ICMP) and tools.
* Knowledge of web programming (HTML, javascript, ASP, JSP)
* Familiarity with technologies like: J2EE (using Tomcat and/or Websphere) or .NET architecture, Web Services (SOAP, XML), Configuring webservers (Apache, IIS) and the infrastructure necessary to support a dynamic website (load balancers, connecting to databases, etc), SQL and databases.
* Customer focus, acts with the customer in mind, anticipates future needs and dedicated to providing superior service.
* Problem solving ability, creativity to "think-outside-the-box", proven track record in proposing and implementing new solutions for customers.
* Excellent verbal and written communication skills, ability to disseminate information in a clear and correct manner to both business and technical audiences.
* Strong relationship building skills, can positively influence the actions of others and works as a team player.
* Ability to manage multiple priorities, commitments and projects.
* Self-motivated, directed and passionate about what you do. Strives for results.
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 PlatformTM 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.