Akamai Technologies logo

Security Architect II

Akamai Technologies

PolandFull-timeSenior

Job description

Would you enjoy working with cutting-edge web security systems? Would providing consultancy to defend against security attacks excite you? Join our world class Security Operations Command Center Our Team strives to be the most trusted support services partner. We keep our customers online businesses up and running. We utilize tools, process and knowledge to diagnose and resolve product, platform, and customer issues. Our team delivers managed services for Akamai's security products to protect our customers' online presence. Partner with the best As part of our Security Operations team, you will be responsible for responding to platform and carrier issues in real time. Ensuring the stability of a world class DDoS attack mitigation platform, providing analysis and network troubleshooting for customers. You will be supporting some of the world's leading brands and dealing with the highest internet traffic. As a Security Architect, you will be responsible for: Engaging in mitigation techniques to prevent vector attacks Analysing customer traffic, applications and systems to tailor our security solutions and answer customers' security needs Managing and documenting technical issues, responses and requests to ensure information is recorded and updated Providing support to customers to remedy and resolve network and connectivity issues Communicating with customers regarding challenges and providing updates and results on your mitigation and analysis Do what you love To be successful in this role you will: Have experience with Internet technologies, including TCP/IP, DNS, HTTP, TLS and web servers Demonstrate experience in a customer-facing role and an understanding of the consulting process Show proactivity and work with a sense of urgency, combined with a constant desire to learn Have good communication and collaboration skills, and be an accountable member of the team Demonstrate written, verbal and presentation skills, including communicating complex technical content in English Be able to work night shifts - 4 nights per week for 10 hours. Work in a way that works for you FlexBase, Akamai's Global Flexible Working Program, is based on the principles that are helping us create the best workplace in the world. When our colleagues said that flexible working was important to them, we listened. We also know flexible working is important to many of the incredible people considering joining Akamai. FlexBase, gives 95% of employees the choice to work from their home, their office, or both (in the country advertised). This permanent workplace flexibility program is consistent and fair globally, to help us find incredible talent, virtually anywhere. We are happy to discuss working options for this role and encourage you to speak with your recruiter in more detail when you apply. Learn what makes Akamai a great place to work Connect with us on social and see what life at Akamai is like! We power and protect life online, by solving the toughest challenges, together. At Akamai, we're curious, innovative, collaborative and tenacious. We celebrate diversity of thought and we hold an unwavering belief that we can make a meaningful difference. Our teams use their global perspectives to put customers at the forefront of everything they do, so if you are people-centric, you'll thrive here. Working for you At Akamai, we will provide you with opportunities to grow, flourish, and achieve great things. Our benefit options are designed to meet your individual needs for today and in the future. We provide benefits surrounding all aspects of your life: Your health Your finances Your family Your time at work Your time pursuing other endeavors Our benefit plan options are designed to meet your individual needs and budget, both today and in the future. About us Akamai powers and protects life online. Leading companies worldwide choose Akamai to build, deliver, and secure their digital experiences helping billions of people live, work, and play every day. With the world's most distributed compute platform from cloud to edge we make it easy for customers to develop and run applications, while we keep experiences closer to users and threats farther away. Join us Are you seeking an opportunity to make a real difference in a company with a global reach and exciting services and clients? Come join us and grow with a team of people who will energize and inspire you! #LI-Remote

Similar jobs

ParcelHero logo

Customer service manager (UK)

ParcelHero

UKFull-timeNew

ParcelHero is one of the UK's biggest parcel delivery price comparison sites, with over 5 million visitors a year. We're a scaling, technology-focused business with 120 remote staff worldwide - and we're growing fast, expanding internationally into the US and Europe this year. We serve both consumers and businesses in an almost 50/50 split, and our move into SaaS is shifting that mix further towards larger businesses and, ultimately, enterprise customers. In 2026, we launched our cutting-edge TMS (Transport Management Solution), Parcelhero Pro, enabling retailers to pay a monthly subscription to ship on their own carrier accounts and manage every aspect of their logistics through our platform. We're a highly innovative company, deeply focused on optimisation, automation, and continuous process improvement. Joining now means being part of the journey - helping shape our technology, our processes, and our approach as we scale globally. We're also a remote-first business: no commute, no office politics, just great work with talented colleagues around the world. Job description Are you passionate about improving the customer experience? Does coordinating across teams, countries, and time zones excite you? Parcelhero is looking for an experienced Customer Service Manager to lead our team leaders and 50-strong remote team, drive quality of service, and elevate the experience for both our consumer and business customers as we expand internationally. This is a high-pace, high-pressure environment. You'll need to be decisive, sharp, and comfortable making fast, sound judgement calls while managing competing priorities across departments and time zones. As our customer base shifts towards larger business and enterprise customers, you'll help evolve our service to meet their expectations. You will be responsible for driving cross-department collaboration between the customer service, customer experience, and QA teams - working closely with them to optimise processes and continuously improve the customer experience as we scale. Responsibilities Team Leadership: Manage and develop a team of team leaders overseeing a 50-strong remote customer service team, setting clear performance expectations and fostering high performance under pressure.   Cross-Department Collaboration: Work closely with the Customer Experience and QA teams on customer journey optimisation, process improvement, and automation initiatives - ensuring the customer service team's insights and frontline experience feed directly into these efforts.     Customer Feedback Management: Collect and analyse customer feedback (e.g., surveys, reviews) alongside the Customer Experience team to identify pain points and opportunities to enhance the overall experience.     Service Quality and Metrics: Track and improve key service metrics, such as Net Promoter Score (NPS), customer satisfaction, and customer effort score, driving quality of service across the team.     Cross-Functional Alignment: Collaborate with marketing, product, and technology teams to ensure all customer touchpoints (website, booking platform, support) align with customer needs and expectations.     Customer Communication Strategy: Develop communication strategies to improve how customers are informed about delivery updates, service disruptions, and issue resolutions.     Service Innovation: Identify opportunities to introduce new services, tools, or processes that enhance the customer experience, working with the relevant teams to bring them to life.     Customer Education: Support initiatives to provide customers with educational content (e.g., how-to guides, FAQs) to improve self-service options and reduce the need for support.   Vendor Relationship Management: Liaise with courier partners (DHL, FedEx, UPS) to ensure they provide services that meet or exceed customer expectations. Applicant criteria A minimum of 10 years' customer service experience. A minimum of 7 years' experience in a customer service management role, including direct oversight of large teams (40-50+ direct reports). Proven experience operating in a fast-paced, high-volume, high-pressure environment. A decisive, sharp decision-maker with excellent critical thinking and problem-solving skills. A track record of contributing to process improvement, optimisation, or automation initiatives. Experience serving both consumer and business customers is an advantage. A friendly and professional demeanour - you should genuinely enjoy interacting and building relationships with customers. Excellent communication skills, both written and verbal. Good levels of diplomacy when dealing with customer queries and complaints. A minimum typing speed of 40 wpm. Fluent English, both written and verbal. Experience in the parcel delivery, logistics, or e-commerce sector is beneficial but not essential. Key skills Leadership: Strong leadership and team management skills, with a proven ability to motivate and develop large customer service teams to achieve high performance under pressure. Decisiveness: Comfortable making fast, well-judged decisions in a demanding, time-sensitive environment. Problem-Solving: Excellent problem-solving skills, with the ability to handle complex delivery issues and escalations effectively. Collaboration: A natural collaborator who works effectively across departments - partnering with CX, QA, product, and technology teams to drive shared outcomes. Process and Automation Mindset: An appetite for optimisation, automation, and continuous improvement, and the frontline insight to help shape these initiatives. Customer Focus: A deep commitment to delivering outstanding customer service across both consumer and B2B audiences, with a strong understanding of differing customer needs and expectations. Communication: Excellent verbal and written communication skills for both internal team management and external customer interactions. Organisational Skills: H

ExternalPosted Today
ParcelHero logo

Customer service manager (CY)

ParcelHero

CyprusFull-timeNew

ParcelHero is one of the UK's biggest parcel delivery price comparison sites, with over 5 million visitors a year. We're a scaling, technology-focused business with 120 remote staff worldwide - and we're growing fast, expanding internationally into the US and Europe this year. We serve both consumers and businesses in an almost 50/50 split, and our move into SaaS is shifting that mix further towards larger businesses and, ultimately, enterprise customers. In 2026, we launched our cutting-edge TMS (Transport Management Solution), Parcelhero Pro, enabling retailers to pay a monthly subscription to ship on their own carrier accounts and manage every aspect of their logistics through our platform. We're a highly innovative company, deeply focused on optimisation, automation, and continuous process improvement. Joining now means being part of the journey - helping shape our technology, our processes, and our approach as we scale globally. We're also a remote-first business: no commute, no office politics, just great work with talented colleagues around the world. Job description Are you passionate about improving the customer experience? Does coordinating across teams, countries, and time zones excite you? Parcelhero is looking for an experienced Customer Service Manager to lead our team leaders and 50-strong remote team, drive quality of service, and elevate the experience for both our consumer and business customers as we expand internationally. This is a high-pace, high-pressure environment. You'll need to be decisive, sharp, and comfortable making fast, sound judgement calls while managing competing priorities across departments and time zones. As our customer base shifts towards larger business and enterprise customers, you'll help evolve our service to meet their expectations. You will be responsible for driving cross-department collaboration between the customer service, customer experience, and QA teams - working closely with them to optimise processes and continuously improve the customer experience as we scale. Responsibilities Team Leadership: Manage and develop a team of team leaders overseeing a 50-strong remote customer service team, setting clear performance expectations and fostering high performance under pressure.   Cross-Department Collaboration: Work closely with the Customer Experience and QA teams on customer journey optimisation, process improvement, and automation initiatives - ensuring the customer service team's insights and frontline experience feed directly into these efforts.     Customer Feedback Management: Collect and analyse customer feedback (e.g., surveys, reviews) alongside the Customer Experience team to identify pain points and opportunities to enhance the overall experience.     Service Quality and Metrics: Track and improve key service metrics, such as Net Promoter Score (NPS), customer satisfaction, and customer effort score, driving quality of service across the team.     Cross-Functional Alignment: Collaborate with marketing, product, and technology teams to ensure all customer touchpoints (website, booking platform, support) align with customer needs and expectations.     Customer Communication Strategy: Develop communication strategies to improve how customers are informed about delivery updates, service disruptions, and issue resolutions.     Service Innovation: Identify opportunities to introduce new services, tools, or processes that enhance the customer experience, working with the relevant teams to bring them to life.     Customer Education: Support initiatives to provide customers with educational content (e.g., how-to guides, FAQs) to improve self-service options and reduce the need for support.   Vendor Relationship Management: Liaise with courier partners (DHL, FedEx, UPS) to ensure they provide services that meet or exceed customer expectations. Applicant criteria A minimum of 10 years' customer service experience. A minimum of 7 years' experience in a customer service management role, including direct oversight of large teams (40-50+ direct reports). Proven experience operating in a fast-paced, high-volume, high-pressure environment. A decisive, sharp decision-maker with excellent critical thinking and problem-solving skills. A track record of contributing to process improvement, optimisation, or automation initiatives. Experience serving both consumer and business customers is an advantage. A friendly and professional demeanour - you should genuinely enjoy interacting and building relationships with customers. Excellent communication skills, both written and verbal. Good levels of diplomacy when dealing with customer queries and complaints. A minimum typing speed of 40 wpm. Fluent English, both written and verbal. Experience in the parcel delivery, logistics, or e-commerce sector is beneficial but not essential. Key skills Leadership: Strong leadership and team management skills, with a proven ability to motivate and develop large customer service teams to achieve high performance under pressure. Decisiveness: Comfortable making fast, well-judged decisions in a demanding, time-sensitive environment. Problem-Solving: Excellent problem-solving skills, with the ability to handle complex delivery issues and escalations effectively. Collaboration: A natural collaborator who works effectively across departments - partnering with CX, QA, product, and technology teams to drive shared outcomes. Process and Automation Mindset: An appetite for optimisation, automation, and continuous improvement, and the frontline insight to help shape these initiatives. Customer Focus: A deep commitment to delivering outstanding customer service across both consumer and B2B audiences, with a strong understanding of differing customer needs and expectations. Communication: Excellent verbal and written communication skills for both internal team managemen

ExternalPosted Today