Support Delivery Manager II

Are you passionate about ensuring customer success? Does solving complex challenges motive and excite you? Join our Global Support Team! Our customer-centric team builds innovative and tailored solutions for our customers to help them achieve their vision. We collaborate to understand our customer needs and to deliver results for their growth and success. We build trusted relationships through clear communication, honesty and listening to our customers. Take ownership of prestigious accounts! You will operate at the heart of what our business values the most: supporting our customers. You will be a trusted advisor to our high value customers, providing guidance and advice. Part of your job will be proactively supporting on product adoption and managing customer escalations. As a Support Delivery Manager II, you will be responsible for: Taking ownership of strategic accounts while acting as a trusted advisor across business and technical domains to drive satisfaction Owning a data driven approach to inform support, process improvements and increase operational efficiency for our customers Driving structured escalation management, including clear problem definition, action plans, risk assessment, and executive-level communication Collaborating with technical and business teams to resolve customer incidents and escalations, ensuring alignment with customer expectations and business objectives Partnering with Engineering, Product, and Operations to unblock issues and drive sustainable root-cause fixes Acting as a role model for calm, empathetic, and customer-centric leadership, especially during high-pressure situations Do what you love To be successful in this role you will: Have 6+ years of experience in customer support, service delivery, or technical account management roles Have experience working in account management or customer success in a technical environment or in technical support Demonstrate excellent experience of analyzing data to identify continuous process improvements for service delivery Demonstrate excellent understanding of networking, internet protocols (DNS, HTTP, TCP/IP), and core security or compute fundamentals Demonstrate aptitude for building trusted relationships with customers across various levels Demonstrate stakeholder management, influence, and cross-functional alignment skills to drive change and ensure successful outcomes. Demonstrate good written, verbal and presentation skills including communicating complex technical content to a range of audiences Able to converse and write in Mandarin & spoken Cantonese will be ideal About us At Akamai, we make life better for billions of people, trillions of times a day. Whether you're streaming live events, scrolling social media, watching your favorite series, or managing your savings, we're the engine behind the scenes. We provide the world's most distributed platform from Cloud to Edge to help the giants of the digital world work faster and stay more secure, making the internet a better experience for everyone. Our focus is simple: Cloud and Edge: Running apps closer to users for instant performance. Security: Neutralizing threats before they ever reach your data. Content Delivery: Scaling the world's biggest moments without a glitch. AI: Enabling our customers to build, secure, and scale AI apps on the world's most distributed cloud platform. At Akamai, we don't just support the internet; we power and protect it, because behind every great digital experience is a massive hidden challenge. And we're the ones who solve it. When millions of people hit play or pay, Akamai ensures it just works. Benefits at Akamai: We support your health, well-being, finances, and life beyond work. See our benefits. FlexBase adapts to your job's needs Akamai's FlexBase program is yet another way we show our commitment to providing employees with an exceptional workplace experience. It's not about telling employees where to work; it's about supporting employees to do their best work. We trust our incredible employees to work in ways that suit them best: at home, in an office, or a combination of both. Connect with us on social and see what life at Akamai is like! Apply To This Job