Job Description Do you enjoy solving complex technical problems? Are you excited about the future of API security? Join our prestigious escalations technical support team. Join Akamai's Product Support team for our industry‑leading API Security platform. Address complex technical escalations, perform detailed investigations, and resolve issues in SaaS and cloud‑native environments. We seek support engineers capable of managing intricate investigations, navigating uncertainty effectively, and diagnosing problems across diverse system layers. Responsibilities Owning complex technical escalations end‑to‑end, coordinating investigations and resolution across multiple teams and system layers Performing deep technical investigations involving SaaS application behavior, APIs, integrations, SQL databases, and containerized/cloud‑native environments Working through ambiguous, previously undocumented, or pre‑runbook issues while contributing improvements back into operational knowledge and troubleshooting documentation Collaborating effectively with Engineering, Infrastructure, Customer Success, and other teams during high‑impact investigations Writing high‑quality bug reports, technical documentation, escalation summaries, and improving internal tooling and troubleshooting workflows Participating in on‑call rotations, including occasional nights, weekends, and select holidays as needed Qualifications Have a Bachelor's Degree in Computer Science/Engineering or High School Diploma in a related subject Have significant Tier 3 or senior technical support experience with complex B2B SaaS and cloud‑native environments Demonstrate the ability to independently investigate and resolve complex technical escalations involving applications, infrastructure, APIs, and data layers Show expertise resolving issues in SaaS applications, APIs, integrations, SQL, Linux systems, containerized environments, Kubernetes, and related technologies. Demonstrate advanced SQL expertise, including reading and validating relational data, joins, filtering, query troubleshooting, and operating securely in production‑adjacent databases. Show capability to explore problems outside documented procedures, create innovative solutions, and share operational insights with the team. Communicate clearly and effectively across technical and non‑technical audiences while balancing customer impact, technical accuracy, and escalation quality This role engages with a team that supports (CST) meetings, and engagement typically takes place during these hours. We welcome flexible workers and want applicants to be aware of the job's time zone requirements. Benefits We support your health, well‑being, finances, and life beyond work. FlexBase adapts to your job's needs. Akamai's FlexBase program is yet another way we show our commitment to providing employees with an exceptional workplace experience. It’s not about telling employees where to work; it’s about supporting employees to do their best work. We trust our employees to work in ways that suit them best: at home, in an office, or a combination of both. #J-18808-Ljbffr