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Tier-1 brand, mid-level generalist cloud support role with broad required skills increases applicant competition.
Requires cloud provider and platform support expertise, moderately transferable but domain-specific experience preferred.
Explicit 5+ years or 3+ cloud experience plus mandatory cloud, Kubernetes, networking, and platform skills raises strictness.
Serve as the technical escalation point for mission-critical production customer issues on Akamai Cloud Compute platform.
Investigate and resolve complex technical support escalations collaborating with Site Reliability Engineering, Product teams, and Incident teams.
Create training and documentation based on escalated cases; mentor and upskill Customer Support team to improve troubleshooting capabilities.
5+ years experience in a technical role or 3+ years with a major cloud hosting provider.
Technical support experience working directly with customers both in person and via written communication.
Advanced troubleshooting skills in networking, DNS, firewalls, Linux, Kubernetes, APIs, object storage.
Experience managing AI infrastructures and Cloud Computing products; proficiency with AI storage solutions like VAST.
Experienced in high-stakes cloud platform support focusing on incident resolution and reliability engineering.
Collaborative operator skilled in cross-team communication including internal stakeholders and customers to quickly resolve issues.
Proactive educator who builds team expertise through mentorship, training content creation, and knowledge sharing.