Akamai Web Delivery & Media Systems Support Engineer

Role Overview

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.

Applicants will be asked to answer the following qualifying questions when applying for this position:

• 1Are you legally authorized to work in Canada without visa sponsorship?
• 2Do you have hands-on experience with DNS management and SSL certificates in production environments?
• 3Do you have hands-on experience configuring and supporting Akamai web delivery solutions, including caching, routing, and application delivery?
• 4Do you have professional experience supporting radio/TV broadcast applications, deskside support, or other media technology environments?