• You are the first point of contact for our customers for complex technical inquiries about their hosting products via ticketing, LiveChat and telephone. • You assist customers with configuration and troubleshooting within Plesk and cPanel (e.g. email setup, SSL issues, PHP settings). • You are comfortable on the Linux console to analyze log files (Apache, Nginx, mail logs) and to identify root causes of incidents directly. • You explain complex issues in an understandable way and provide tips to optimize customers' websites. • You work closely with our system administration team on global optimizations that you derive from day-to-day support operations.

• Deliver on-site troubleshooting of the Quantum Systems products at customers’ site (Europe-wide) based on best practices, manuals and knowledge bases. • Provide on-site repair and rework tasks of the Quantum Systems products at customers’ site (Europe-wide) based on best practices and repair manuals. • Ensure compliance with safety standards and operational guidelines during all service activities. • Provide the Quantum Systems trainings- and demo team with technical on-site assistance prior and during their operations at the customers’ site (Europe-wide). • Independently plan and coordinate support and repair visits in alignment with internal departments and the customer. • Handle customer requests in Jira Service Management, provide structured documentation, and collaborate with the Tier 2 support team to sustainably solve the problems occurred on customer’s site. • Provide structured service reports after on-site visits to ensure transparency and internal follow-up. • Stay up to date on new features, components, and operational capabilities to continuously strengthen your technical expertise and support quality. • Contribute to internal knowledge bases, develop troubleshooting guides, and suggest process enhancements that increase efficiency and support quality. • Provide structured field feedback to Product and R&D to support reliability improvements and future design enhancements. • Take ownership of on-site customer complaints and escalations, drive resolution in coordination with internal teams, and provide structured guidance to enable customers in self-driven repair and maintenance activities.

• Solve complex customer challenges. Work alongside our customers to address technical issues in architecture, performance, recovery and security – becoming an expert resource on best practices for running Factory’s platform. • Serve as an advocate for customers. Interface with product management and engineering teams to represent customer needs and ensure that feedback informs our product. • Develop tools and diagnostics. Contribute to internal projects such as software tools for performance benchmarking, diagnostics and automation, and help shape playbooks for deployment and operational excellence. • Collaborate cross‑functionally. Partner with customer success, growth, and engineering to design scalable processes and dashboards that drive data‑informed decisions.

Role Description Are you passionate about Akamai Compute technologies and services? Does solving some of the Compute Support team's most difficult challenges interest you? Join our Compute Product Support Group! We address complex customer support challenges and transform them into insights that enhance the entire Compute Support organization. This role involves collaborating with Site Reliability Engineering and Product teams for in-depth platform investigations or solutions while offering guidance and feedback to the Core Support team to enhance their expertise and problem-solving abilities. As a Senior Cloud Support Engineer, you will be responsible for: - Acting as the technical escalation point for mission-critical production customers. - Investigating complex issues escalated from Core Support through to resolution. - Collaborating with Site Reliability Engineering and Product teams to determine the best course of action for specific customer issues. - Working with our Incident team to address emerging issues with our platform and services. - Developing training, documentation, and knowledge-sharing sessions based on patterns identified during escalated investigations. - Facilitating mentorship sessions with the existing Customer Support team to help build their technical and troubleshooting skills. Qualifications - Have relevant experience in a similar Cloud Support role. - Demonstrate experience assisting customers both in person and through written communication, showcasing collaboration abilities and prioritizing customer-focused issue resolution. - Deliver feedback regularly to peers and cross-team members while identifying issues across multiple aspects of Cloud Computing products and infrastructure. - Demonstrate advanced troubleshooting expertise in networking, DNS, firewalls, methodical Linux administration, Kubernetes, APIs, and object storage. - Possess a baseline knowledge of managing AI infrastructures and working with AI operating systems and AI storage solutions like VAST. - Use observability tools such as Prometheus, Grafana, and Loki to analyze and troubleshoot customer-impacting issues. Benefits - Opportunities for professional development through programs such as GROW and Mentoring. - Participation in internal events like the APEX Expo. - Access to tools such as LinkedIn Learning to expand your knowledge and experience. Company Description Our ability to shape digital life today relies on developing exceptional people like you. The kind that can turn impossible into possible. We’re doing everything we can to make Akamai a great place to work. A place where you can learn, grow and have a meaningful impact. With our company moving so fast, it’s important that you’re able to build new skills, explore new roles, and try out different opportunities. There are so many different ways to build your career at Akamai, and we want to support you as much as possible.