• Manage and coordinate critical customer escalations in a global environment • Act as the single point of contact for high-severity incidents • Collaborate with cross-functional teams to ensure timely issue resolution • Provide regular updates to customers and internal stakeholders during incidents • Track incident progress and ensure accountability across teams • Maintain incident documentation and reporting • Provide weekend or off-hours support when required

Do you love leading and motivating world class technical support team? Would you like to work across diverse geographies, environments, cultures and technologies? Join our best-in-class technical support team Our Technical Support Organization owns the end-to-end resolution of complex technical issues for our global customers. We collaborate for excellence, serving Fortune 500 and Government clients. As an expert team, we share knowledge and use feedback to improve products and services. Partner with the best At Akamai, as AkaChat Cloud Support Engineer, work at the critical global technical support for online customers. Drive process improvement, operational optimization, and top-tier service metrics. As an Associate Cloud Support Engineer, you will be responsible for: - Joining a chat pilot team, addressing business-related queries, and eventually assisting with technical questions as the chat service grows. - Collaborating with Sales, Services, Engineering, and Support teams to enhance investigations across Akamai's Distributed Network for improved performance and delivery. - Resolving problems while collaborating with teams to reduce piracy and infringement on Akamai-hosted content. - Managing customer support of special high-profile events, such as the Olympics, world cup and other global events. Do what you love To be successful in this role you will: - Possess 6 months to 2yrs of relevant experience and education in computer science, engineering, or related fields. - Have experience providing technical solutions & support to B2B customers. - Demonstrate understanding of fundamental computing concepts: Linux, Virtualization and Cloud Computing technologies like Containers, Kubernetes, VPCs, Storage - Be well versed in how the internet works, it's underlying protocols with understanding of DNS, HTTP/S, TCP. - Be able to prioritize workload and communicate technical issues to stakeholders of varying technical ability Work in a way that works for you FlexBase, Akamai's Global Flexible Working Program, is based on the principles that are helping us create the best workplace in the world. When our colleagues said that flexible working was important to them, we listened. We also know flexible working is important to many of the incredible people considering joining Akamai. FlexBase, gives 95% of employees the choice to work from their home, their office, or both (in the country advertised). This permanent workplace flexibility program is consistent and fair globally, to help us find incredible talent, virtually anywhere. We are happy to discuss working options for this role and encourage you to speak with your recruiter in more detail when you apply. Learn what makes Akamai a great place to work Connect with us on social and see what life at Akamai is like! We power and protect life online, by solving the toughest challenges, together. At Akamai, we're curious, innovative, collaborative and tenacious. We celebrate diversity of thought and we hold an unwavering belief that we can make a meaningful difference. Our teams use their global perspectives to put customers at the forefront of everything they do, so if you are people-centric, you'll thrive here. Working for you At Akamai, we will provide you with opportunities to grow, flourish, and achieve great things. Our benefit options are designed to meet your individual needs for today and in the future. We provide benefits surrounding all aspects of your life: - Your health - Your finances - Your family - Your time at work - Your time pursuing other endeavors Our benefit plan options are designed to meet your individual needs and budget, both today and in the future. About us Akamai powers and protects life online. Leading companies worldwide choose Akamai to build, deliver, and secure their digital experiences helping billions of people live, work, and play every day. With the world's most distributed compute platform from cloud to edge we make it easy for customers to develop and run applications, while we keep experiences closer to users and threats farther away. Join us Are you seeking an opportunity to make a real difference in a company with a global reach and exciting services and clients? Come join us and grow with a team of people who will energize and inspire you!

• Delivers daily on-site and/or remote support for end users, including workstations, peripherals, mobile devices, and standard enterprise applications • Installs, configures, and maintains IT equipment (PCs, laptops, printers, VoIP phones, conference room systems) in accordance with approved standards and security policies • Supports operating systems (e.g., Windows 10) and common enterprise software (e.g., Microsoft Office), including patching and configuration changes under change control • Performs advanced diagnostics and root cause analysis, implementing long-term corrective actions to reduce repeat incidents • Manages tickets in the IT service management (ITSM) tool, ensuring accurate logging, prioritization, documentation, and timely closure • Maintains accurate asset and configuration records, supporting inventory, lifecycle tracking, and preparation of equipment for transfer or disposal • Participates in IT projects and deployments (e.g., hardware refreshes, OS/application rollouts), including imaging, staging, testing, and cutover support • Adheres to and promotes IT security, privacy, and safety policies, supporting audits and compliance requirements as needed • Other duties as assigned.

• Communicate with customers about reported issues, escalated cases, and urgent inquiries to minimize customer churn • Utilize tools developed by the engineering team to modify user/vehicle data for resolving support issues • Perform data analysis to assess the impact and prevalence of issues using analytics tools like Grafana, DataDog, Redash, AWS Cloudwatch, and Pendo • Determine how to resolve support issues by identifying changes needed in data, hardware, or processes, and applying them with minimal user disruption • Determine root causes of errors/bugs using available data and tools, and report them to the Technical Leads • Exceed customer expectations in terms of quality, timeliness, documentation, resolution, and overall customer experience • In-depth knowledge of Motive products and features, with expertise in navigating the Motive Front End Dashboard and Backend Console • Build trusting relationships with customers through open and interactive communication over the phone, chat, and emails • Provide constructive feedback and write Knowledge-base articles to share knowledge and support other team members