Senior Product Support Engineer — Zero Trust
Apply NowAkamai Technologies is a global leader in cybersecurity and cloud computing — powering and protecting life online for businesses of every scale. Akamai’s intelligent edge platform surrounds everything, from the enterprise to the cloud, so customers and their businesses can be fast, smart, and secure.
With over 10,000 employees and headquartered in Cambridge, MA, Akamai was founded in 1998 and operates one of the world’s largest distributed networks. In 2025, Forrester named Akamai a Customer Favorite in its Zero Trust Platforms Wave report — receiving the highest scores available in Segmentation and Control, Pricing flexibility, and Supporting services.
You’ll join Akamai’s Global Escalation Team as a key technical contributor within the Enterprise Access and Security Group — the team responsible for resolving the most complex escalations across Akamai’s Zero Trust security portfolio.
In this role, you will provide escalation support for security products including Akamai’s Zero Trust Security platform, focusing on cutting-edge services that ensure application and network performance, reliability, and security for enterprise users connecting through Akamai’s Zero Trust infrastructure.
- Provide escalation support to resolve issues that lower support tiers were unable to bring to resolution
- Analyse software issues and work closely with R&D and Product Management to prioritise and schedule fixes
- Serve as a subject-matter expert for enterprise customers and internal support teams on Zero Trust architecture and related products
- Troubleshoot complex issues spanning networking, authentication, access control, and application delivery layers
- Use tools such as Wireshark, browser developer tools, Fiddler, and log collectors to diagnose and isolate root causes
- Create and maintain clear technical documentation and escalation procedures
- Collaborate with engineering and product teams to drive resolution of platform-level issues and communicate customer impact effectively
- 8+ years as an escalation engineer within L3/L4 support groups for cloud-based solutions
- Strong understanding of HTTP/S, TLS/SSL, reverse proxy, and related web technologies
- Demonstrated experience with DNS and authentication schemes including SAML, Kerberos, NTLM, OIDC, and OAuth2
- Solid understanding of TCP/IP, Linux systems, networking products, and Microsoft Server technologies
- Comfortable working with Linux systems, shell commands, Python scripting, virtualisation (VMware, AWS, Azure, Linode), and container-based deployment (Kubernetes or Docker)
- Ability to troubleshoot using tools such as Wireshark, browser developer tools, Fiddler, and log collectors
- Eligible to obtain a US Secret Security Clearance
- Bachelor’s degree or equivalent combination of education, training, and/or experience
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