Akamai Technologies, Inc. Digital Media Technical Support Engineer with French or German in Krakow, Poland

Digital Media Technical Support Engineer with French or German

Krakow, Poland

Technical Support

Jul 18, 2017 Post Date

009620 Requisition #

As an Akamai Digital Media Technical Support Engineer you will be an integral member of an EMEA wide team (spread out across 6 EMEA locations) 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 and upper management 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. You will work in a highly collaborative environment to deliver excellent, world-class technical support.

Responsibilities:

  • Clearly communicate with customers to design and implement complex technical solutions

  • Work independently with our customers' teams on post-sales technical issues which may involve complex data/log analysis from Akamai's distributed network and examination of the customer's infrastructure

  • Work closely with and coordinate problem resolution through cross-functional teams

  • Work closely with engineering and product management to define, coordinate and prioritize customer feedback and ideas into engineering requirements for future enhancements to Akamai’s products & services

  • Assume a technical account management role for designated named accounts or strategic 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.

  • Become a Subject Matter Expert (SME) for multiple products/services and/or internet technologies

Requirements:

Basic Skills:

  • Bachelor's, Masters, PhD Degree in Computer Science/Engineering or relevant engineering/science fields or relevant work experience

  • Knowledge of common network protocols (HTTP, TCP/IP, UDP, RTMP) and troubleshooting tools

  • Experience providing technical solutions & support to enterprise (Business-to-Business [B2B]) customers

  • Strong and creative technical skills

  • Excellent verbal and written communication skills, with proven ability to disseminate information in a clear manner to business and highly technical audiences

  • Fluent German and/or French speaker

Desired Skills:

  • Agility with at least one of the below listed technologies is required:

  • RTMP Flash

  • Adobe HTTP Dynamic Streaming (HDS)

  • Apple HTTP Live Streaming (HLS)

  • Microsoft Silverlight Smooth Streaming

  • Progressive Downloads

  • Video Encoding

  • Web Server Administration (Apache, IIS, nginx)

  • Web Services (SOAP, XML)

  • Knowledge of web programming (HTML, JavaScript, ASP, JSP) is an asset but not a must

  • Operating systems & programming knowledge and experience (Linux/variants of Unix, Perl/shell scripting or Java)

  • SQL and databases – crafting complex queries

  • Familiarity with Automated Call Distribution (ACD) and at least one CRM system such as Siebel, Remedy or Salesforce.com

About Akamai Technologies

Akamai is the global leader in Content Delivery Network (CDN) services, making the Internet business ready—fast, reliable, and secure—for its customers. The company's advanced web performance, mobile performance, cloud security and media delivery solutions are revolutionizing how businesses optimize consumer, enterprise and entertainment experiences for any device, anywhere. Headquartered in Cambridge, MA, Akamai has offices around the world and operates the most pervasive, highly distributed CDN—with more than 200,000 servers in 110 or more countries—delivering up to 30% of all Web traffic. Learn more atwww.akamai.com/careers.

Akamai is a growing, and evolving, company with offices and operations around the world. As such, we strive to foster inclusive and representative workplaces where all employees are wholly welcome, and enabled to share and benefit from each other’s diverse contributions, as one global team. Our commitment to diversity reaches beyond our corporate offices, to our business partners and suppliers who share the same principles, and whose employees we value as integral to the Akamai business family. Learn more atwww.akamai.com/diversity.

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. If you'd like more information about EEO rights under United States law, please click here.