高级云支持工程师
Senior Cloud Support Engineer
你是否对 Akamai Compute 技术和服务充满热情？
是否对解决 Compute Support 团队面临的最棘手挑战感兴趣？
加入我们的 Compute 产品支持小组！
我们处理复杂的客户支持挑战，并将其转化为提升整个 Compute 支持团队的见解。此职位需要与 Site Reliability Engineering 和 Product 团队合作，进行深入的平台调查或解决方案，同时为 Core Support 团队提供指导和反馈，以提升他们的专业知识和问题解决能力。
与顶尖团队合作
关键的内部和客户工作负载依赖于解决 Akamai Cloud Compute 平台上遇到的技术问题。该团队是 Core Support 无法处理的问题的升级点。除了工单和升级请求，工程师们还会主动参与识别和解决事件。与 Incident Coordination 团队的合作确保及时报告影响并有效缓解问题。
作为高级云支持工程师，你将负责：
- 作为关键生产客户的最终技术升级点。
- 从 Core Support 处接收复杂问题并推动解决。
- 与 Site Reliability Engineering 和 Product 团队合作，确定特定客户问题的最佳解决方案。
- 与我们的 Incident 团队合作，应对平台和服务中的新出现的问题。
- 根据升级调查中发现的模式，开发培训、文档和知识分享会议。
- 与现有的客户支持团队开展导师辅导，帮助他们提升技术和故障排除技能。
- 做你热爱的事情
- 要在这个职位上取得成功，你需要：
- 在类似云支持角色中有相关经验。
- 展示在面对面和书面沟通中协助客户的经验，展现协作能力和以客户为中心的问题解决优先级。
- 定期向同事和跨团队成员提供反馈，同时在云计算产品和基础设施的多个方面识别问题。
- 展示在网络、DNS、防火墙、系统化的 Linux 管理、Kubernetes、API 和对象存储方面的高级故障排除能力。
- 具备管理 AI 基础设施的基础知识，以及使用 AI 操作系统和 AI 存储解决方案的经验。
查看英文原文
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.
Partner with the best
Critical internal and customer workloads rely on resolving technical problems encountered on the Akamai Cloud Compute platform. The team serves as an escalation point for issues beyond Core Support's expertise. Beyond tickets and escalations, engineers actively engage in identifying and resolving incidents. Collaboration with the Incident Coordination team ensures timely reporting of impacts and effective mitigation.
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.
Do what you love
To be successful in this role you will:
- 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.
Build your career at Akamai
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. We have all kinds of development opportunities available, from programs such as GROW and Mentoring, to internal events like the APEX Expo and tools such as Linkedin Learning, all to help you expand your knowledge and experience here.
Learn more
Not sure if this job is the right match for you or want to learn more about the job before you apply? Schedule a 15-minute exploratory call with the Recruiter and they would be happy to share more details.
Originally posted on Himalayas