Senior Product Support Engineer - Hong Kong
Akamai Technologies
Hong Kong SAR of China, Hong Kong

About Akamai

As the world’s largest and most trusted cloud delivery and security platform, Akamai makes it easier for our customers to provide the best and most secure digital experiences on any device, anytime, anywhere.

Akamai’s massively distributed platform is unparalleled in scale with over 200,000 servers across 130 countries, giving customers superior performance and threat protection.

Akamai’s portfolio of web and mobile performance, cloud security, enterprise access, and video delivery solutions are supported by exceptional customer service and 24 / 7 monitoring.

To learn why the top financial institutions, e-commerce leaders, media & entertainment providers, and government organizations trust Akamai please visit , , or Akamai on Twitter.

Akamai is a growing, and evolving, company with offices and operations around the world. As such, we strive to foster inclusive and representative workplaces where all employees are wholly welcome, and enabled to share and benefit from each other’s diverse contributions, as one global team.

Our commitment to diversity reaches beyond our corporate offices, to our business partners and suppliers who share the same principles, and whose employees we value as integral to the Akamai business family. Learn more at .

About the Team

Akamai’s Carrier Products Division is responsible for developing and selling products for network service providers.These products include CDN SaaS offerings and a whole new line of licensed CDN products sold under Akamai’s Aura brand.

Akamai’s Aura products incorporate the strength of Akamai’s global distributed computing system packaged into a software product and sold to network service providers either directly, through systems integrators, or via OEM embedding into network nodes.


As a Senior Product Support Engineer you will become a key technical contributor within a small cohesive team providing advanced product support and professional services for Akamai’s Carrier Products Division Aura Content Delivery Network solutions and Answer-

X Recursive DNS Servers. Work closely with Akamai customers, Field / Sales Engineers, and Development Engineering towards the successful integration, deployment, operation, and ongoing technical support of Aura powered Content Delivery infrastructure.

Provide timely resolution of complex technical issues escalated to the Carrier Support organization as reported by customers and Akamai’s Sales, Support, and Engineering organizations.

Replicate and characterize complex product related issues and drive resolution through Development Engineering. As a Senior Product Support Engineer, you will be responsible for :

  • Provide Advanced Support of Akamai’s Aura™ Content Delivery Solutions enabling success of Akamai Customers, Akamai’s Level I / II Global Technical Support Organization, and the Akamai Sales Engineering Organization.
  • Provide Advanced Support of Akamai’s Answer-X Recursive DNS Resolver.
  • Act as Technical Lead on assigned accounts ensuring success of product integration / qualification efforts, lab / field trials, and production deployments.
  • Provide Escalation Management from both a Technical and Customer Satisfaction perspective for Aura™ product escalations into the Carrier Products Division.
  • Identify, document, and influence implementation of product supportability features and improvements through the Product Management and Development Engineering organizations.
  • Some travel onsite to assist customers and / or Sales Engineering required.
  • Basic Qualifications

  • 12 years of relevant experience and a Bachelor’s degree Computer or Electrical Engineering or its equivalent or 8 years of relevant experience and a Master’s degree in Computer or Electrical Engineering or 5 years of relevant experience and a PhD in Computer or Electrical Engineering.
  • Minimum of 12 years professional experience required.
  • Minimum of 5 years’ experience with CentOS and / or Red Hat Linux and associated Linux tools.
  • Minimum of 5 years’ experience with DNS Servers and technology.
  • Minimum of 5 years’ experience with the following internet protocols : HTTP, TCP, UDP, and / or SNMP.
  • Desired Qualifications

  • Experience with Tier 1, 2, & 3 Carriers / Service Providers desirable.
  • Knowledge of Content Delivery Networks (CDN) a definite plus.
  • Scripting experience (Bash, Perl, or Python).
  • Experience in one or more of the follow Routing / Switching technologies : RIP, OSPF, BGP, MPLS and / or L2 Switching.
  • Experience in one or more of the following :
  • Apache, NGINX, IIS Origin Servers
  • Adaptive Bit-Rate Streaming Technologies (e.g. Apple HLS, Microsoft Silverlight)
  • Broadcast Video Distribution Technologies
  • Video on Demand
  • Some Travel required.
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