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.

Partner with the best

This role operates at the intersection of SaaS application support, technical escalations, and cloud-native troubleshooting. Successful candidates are highly independent, comfortable navigating ambiguity, and capable of driving investigations across multiple system layers.

As a Product Support Engineer, you will be responsible for:
- 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

Do what you love

To be successful in this role you will:
- 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

📌 Product Support Engineer (Colombia)
🏢 Akamai
📍 Colombia