The Network Support Consultant proactively monitors the operation of the Akamai's network within a specified territory to ensure that we are utilizing our resources to their fullest extent in order to meet customer requirements and ensure value for our network partners.
The current opening is for a Network Support Consultant focusing on our network in the Latin America geography. The position also serves as an escalation point for Network Account Managers, Service Performance, and other Network Operations groups.
As a Network Support Consultant, you will be responsible for :
Working cross-functionally and directly with Akamai's Network Partners and ISPs to troubleshoot and resolve network and performance issues.
Acting as a technical account manager for a specific set of accounts by providing support via email and phone.
Managing escalations from Service Performance, Network Account Managers, Network Operations, and other groups.
Participating in traffic management planning sessions with Network Account Managers.
Optimizing network performance through traffic engineering.
Configuring peering at public IX’s as well as BGP sessions for on-net deployments.
Serving as Network Support Group point person for the Latin America territory, maintaining a comprehensive understanding of Internet infrastructure across the region.
Maintaining group and individual ticket queues.
Proactively monitoring the operation of our platform in Latin American countries, ensuring that we're delivering the best possible performance at the lowest possible cost.
Proposing tools, automation, and processes to facilitate the role.
About the Team The primary responsibility of the Network Services Group is to ensure continued successful relationships with 1000+ Akamai Accelerated Network Partners (AANPs) and other Internet Service Providers (ISPs) with whom Akamai deploys equipment.
In addition, the Network Services Group works with and supports the efforts of Network Strategy, Customer Account Managers, Network Infrastructure Engineers and other engineering groups to deliver on aggressive Network Infrastructure goals and ensure optimal performance across the network.
The Network Services Group includes Network Engagement Consultants and Network Support Consultants. Qualifications Required Education and Experience Applicants must meet the following education and experience requirements :
Bachelor’s Degree or equivalent experience
3+ years of experience in Networking, Routing, and Internet Technology
2+ years of experience in customer or partner support or account management
Understanding of Internet Protocols including BGP, DNS, and TCP / IP
Linux / UNIX experience
CCNP or similar technical knowledge
Must be action-oriented, capable of independently solving complex technical problems, and able to communicate clearly and effectively to both technical and business audiences
Fluency in English and Spanish
Strong written and verbal communication
Excellent project management skills; ability to set, manage and deliver on partner expectations
Self-starter able to multitask with minimal supervision
Experience with SQL is preferred
Fluency in Portuguese is a plus