Technical Support Consultant/Engineer

As an Akamai Technical Support Consultant 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 work with our customers technical operations teams to define the issue, resolve it, or lead a cross-functional team to resolve it.
This is not your typical technical support position. You will be intimately involved in all technical aspects of Akamais 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.
We are looking for people who are:
* Great problem solvers and can resolve complex, highly technical issues (sometimes under time pressure)
* Creative and able to think-outside-of-the-box since you will often need to propose and implement new solutions for customers
* Excellent communicators who can disseminate information in a clear and correct manner to both business and technical audiences
* Capable of handling multiple issues and tasks
* Able to write code (but do not want to code as their full time job)
Both Consultant Level (1""3 years previous experience) and Senior Consultant (3""5 years previous experience) positions are available for a Monday through Friday work schedule with occasional weekend, holiday, and after hours support.

* Clearly communicate with customers via telephone, email, and occasional face-to-face contact to ensure that you understand the issue and they understand the resolution.
* 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 Akamais distributed network and an in-depth examination of the interaction between Akamai and the customers origin infrastructure.
* Work closely with and manage issue-specific cross-functional teams composed of Engineering, Operations, Sales, Professional Services, and Account Management representatives.
* Integrate customer sites onto the Akamai network by gathering customer requirements and writing a customer specific XML configuration file.
* Assume a technical account management role for designated Premium customers by analyzing existing technical issues and proposing solutions for the customer.
* Manage custom support of special high-profile network events.
* Define requirements and/or code tools in order to automate troubleshooting tasks.
* Develop methods and best practices for delivering outstanding service.
* Work with Engineering to ensure that new Akamai services can be supported well.
* Define, coordinate, and prioritize customer feedback and ideas into engineering requirements for future enhancements to Akamais services. Work closely with Engineering and Product Management to implement these enhancements.
* Represent Akamai in defining new support processes with partners and resellers.

Required Skills:
* Bachelors in Computer Science/Engineering, Management Information Sciences (MIS), or relevant engineering/science fields.
* Experience in engineering, engineering support, IT, project management or consulting (1 to 3 years for Consultant level, 3 to 5 years for Senior Consultant Level.
* Prior customer-facing experience or customer facing project management experience.
* Strong verbal communication and technical writing skills (English). Good at managing customer expectations. Articulate.
* Demonstrated leadership ability.
* Strong team player who enjoys working in a fast paced team atmosphere.
* Ability to manage multiple priorities, commitments and projects.
* Self motivated, directed and passionate about what you do.
* Love of learning and fascination with Internet technology
* Fluency in one or more foreign languages (Spanish, French, Chinese, Korean, Japanese) a plus
* In depth 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)
* Familiar with technologies such as:
- J2EE (using Tomcat and/or WebSphere) or .NET architecture
- Web Services (SOAP, XML)
- Configuring Web servers (Apache, IIS) and the infrastructure necessary to support a dynamic website (load balancers, connecting to databases, etc)
- SQL and databases





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