Support Delivery Manager - French

About the role

Join Akamai’s Services Team as a Support Delivery Manager focused on French‑speaking strategic accounts. You will act as a trusted advisor, proactively supporting high‑value customers, managing escalations and driving long‑term problem prevention.

Key responsibilities

• Own the support experience for strategic French accounts and ensure customer satisfaction.
• Use data‑driven insights to propose process improvements and increase operational efficiency.
• Coordinate technical support, engineering, product management and account teams to resolve incidents and escalations.
• Lead incident reviews and implement resulting improvements.
• Manage problem‑prevention initiatives to address recurring or systemic issues.

Required profile

• Extensive support experience in an account‑management or customer‑success role within a technical environment.
• Strong understanding of internet networking and protocols.
• Fluent in English and French with an empathetic, creative approach to customer service.

Required skills

• TCP/IP
• HTTP
• DNS
• TLS/SSL
• Content delivery performance
• Cloud computing
• Cybersecurity incident management
• Attack mitigation techniques