Responsibilities:
* Clearly communicate with customers via telephone, email, and occasional face-to-face contact to ensure that you understand the issue and they understand the resolution.
* Work independently with our customers' technical teams on both pre- and post- sales technical issues. The investigation of technical issues may involve complex data analysis from Akamai's distributed network and an in-depth examination of the interaction between Akamai and the customer's origin infrastructure.
* Work closely with and manage issue-specific cross-functional teams composed of Engineering, Operations, Sales, Professional Services, and Account Management representatives.
* Integrate customer sites onto the Akamai network by gathering customer requirements and writing a customer specific XML configuration file.
* Assume a technical account management role for designated named accounts or strategic customers by analyzing existing technical issues and proposing solutions for the customer.
* Manage custom support of special high-profile network events.
* Define requirements and/or code tools in order to automate troubleshooting tasks.
* Develop methods and best practices for delivering outstanding service.
* Subject Matter Expert of multiple product/services and work with engineering to ensure that new Akamai services can be supported as part of the New Product Introduction (NPI) process.
* Define, coordinate, and prioritize customer feedback and ideas into engineering requirements for future enhancements to Akamai's services. Work closely with Engineering and Product Management to implement these enhancements.
* Take role of Technical/Business Escalation Lead when required.
