Akamai Web Delivery & Media Systems Support Engineer

The Akamai Web Delivery & Media Systems Support Engineer will support the reliability, security, performance, and availability of enterprise web delivery platforms and media-related applications. The role combines production application support, network and system troubleshooting, Akamai content delivery and storage configurations, security administration, and incident management. Experience supporting radio or television broadcast applications, deskside support, or other media technology environments is particularly important. The successful candidate will help deliver new and enhanced functionality through media-related technology projects while maintaining service levels across production environments.

Key Responsibilities:

• Troubleshoot network, application, and system issues using system logs and diagnostic tools, driving incidents through resolution.
• Design and maintain Akamai cloud-based solutions for web application delivery, website performance, content routing, and storage across multiple environments.
• Implement and maintain Akamai delivery configurations, including caching, routing, web performance optimization, and custom rules or modules.
• Monitor production system performance metrics, investigate anomalies, perform root cause analysis, and recommend corrective actions.
• Collaborate with DevOps, CloudOps, developers, and support teams to resolve technical issues and clarify implementation requirements.
• Manage vendor relationships and track hardware and software issues through resolution.
• Follow ITIL-aligned incident, change, and problem management processes.
• Provide initial incident response, follow-up coordination, and root cause reporting.
• Administer access and security controls across supported applications and environments.
• Manage service requests involving domains, DNS configuration, SSL certificates, and URL redirects.
• Support production service levels and SLAs while participating in a rotational on-call schedule.
• Maintain technical documentation, troubleshooting notes, user guides, and client-facing support materials.
• Deliver cross-training and technical knowledge transfer to other team members.
• Contribute to media technology projects that introduce new capabilities and enhance existing business functionality.
• Support mobile applications and investigate issues affecting devices and platforms such as iPad, iPhone, and Android.

Required Skills & Qualifications:

• Practical experience with Akamai-based web delivery and production application support.
• Strong experience using Confluence and Jira in technical support environments.
• Experience supporting radio or television broadcast applications, deskside support, or other media technology functions.
• A solid understanding of DNS management and SSL certificates.
• Familiarity with ITIL processes, including incident management, change management, and problem management.
• Ability to troubleshoot network, application, and system issues using logs, monitoring tools, and structured root cause analysis.
• Experience monitoring production environments and resolving technical incidents against defined service levels.
• Ability to coordinate with engineering, operations, development, and external vendor teams.
• Experience managing application access, domains, URL redirects, and security-related service requests.
• Ability to work independently while coordinating with a team across multiple simultaneous support tasks.
• Willingness to participate in a rotational on-call schedule.

Preferred Qualifications:

• Experience with Akamai NetStorage, advanced delivery configurations, caching, routing, and custom rules or modules.
• Familiarity with Akamai security products and capabilities, including SiteShield, Kona Site Defender, Web Application Firewall, Prolexic, Bot Manager, and Security Monitor.
• Exposure to AWS, Azure Gateways, NGINX, Apache, AngularJS, and Heroku or similar web platforms.
• Knowledge of Akamai features such as Adaptive Image Compression, EdgeScape, Edge Redirector Cloudlet, Forward Rewrite Cloudlet, Front End Optimization, Image Manager, Real User Monitoring, Site Failover, and Visitor Prioritization Cloudlet.
• Previous experience working as a Webmaster or providing dedicated Akamai support.
• Knowledge of media players, video streaming technologies, and media delivery workflows.
• Experience supporting mobile applications across iOS and Android devices.
• Familiarity with vendor coordination, hardware and software support, and cross-functional media technology projects.

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