Technical Support Engineer
Technical Support Engineer II Company Name Akamai Technologies Company Location Tokyo, JP
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As a Technical Support Engineer II 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.Tasks
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.
The teamYou will be part of a global team dedicated to support Japan customers under a follow-the-sun model (Tokyo, Boston, San Francisco) but you will also actively involved with peers overseas. you will work in a highly collaborative environment to deliver excellent Customer Support.QualificationsBasic Qualifications
Bachelors Degree in Engineering or Computer Science
Detailed knowledge across the spectrum of Internet technologies
Excellent business writing, communication, and presentation skills
5+ years of experience in technical support, engineering, IT, project management or consulting
Customer facing experience
Desire and ability to provide leadership to a rapidly expanding team
Proven analytical abilities and a strong work ethic
Consultative attitude to customer engagements
Methodical approach to problem solving
Ability to prioritize workload and manage customer expectations directly or as part of a team
Passionate attitude to internal collaboration and communication
Commitment to self-improvement and education
Fluent in Japanese and business level English (written and spoken)
Prior exposure to working within a Global team, or for Japanese arm of US parent company
Prior experience in the Web Architecture, Applications design, testing/optimization
Previous experience of working with 3rd Party integrators/organizations on joint initiatives/projects
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.
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.
Primary LocationJapan-Japan_StateIs relocation available for this position?NoIs US Citizenship required?NoIs a Security Clearance required? (If yes, applicants selected will be subject to a government security investigation %26 must meet eligibility requirements for access to classified information)NoAbout AkamaiAkamai® 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™ 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 http://www.akamai.com , and follow @Akamaijobs on Twitter.