Customer Support Specialist – Security Products (Japanese Fluency Required)
Join Fastly’s team and work on some of the world’s most scalable distributed systems, providing expert support in security and web application protection, with a focus on customer satisfaction and organizational growth.
Overview
As a Customer Support Specialist, you will assist customers with security product support, leveraging your fluent Japanese skills to respond to inquiries, troubleshoot WAF issues, and help optimize their web application security. Work alongside top-tier engineers on systems handling about 25 million requests per second.
What You'll Do
- Manage customer inquiries: Respond promptly to security and support issues.
- Support security concerns: Provide exceptional assistance to enhance customer security posture.
- Ensure quality interactions: Maintain high standards in every customer engagement.
- Adhere to SLAs: Address inquiries and alerts within specified service levels.
- Contribute to processes: Help develop scalable organizational policies and procedures.
- Escalate complex issues: Collaborate with senior team members as needed.
What We're Looking For
- Strong interest in infosec and application security
- Fluency in Japanese language — mandatory
- Basic knowledge of internet technologies like DNS, HTTP, TLS
- Experience with Linux server environments (Windows Server a plus)
- Understanding of the OSI model
- Background in IT or security operations, technical support, or research
- Experience troubleshooting WAF products and hosts
- Scripting skills in popular languages
- Ability to maintain and create runbooks
- Proactive approach to organizational growth and scalability
- Self-motivated, independent, and team-oriented
- Fluency in English (spoken and written); adaptable communication skills
- Client communication and escalation management skills
- Focus on delivering exceptional customer experiences
Work Hours
Wednesday to Sunday, approximately 9am - 6pm (core business hours)
Work Location & Travel
- Location: Remote, US (Pacific Timezone)
- Travel: As required by role or manager's request
Fair Chance Statement
In compliance with the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Initiative, we consider qualified applicants with arrest and conviction records for employment.
Salary & Compensation
The estimated annual salary range is $71,350 - $100,728. Starting salaries depend on experience, skills, qualifications, and location. The role may also include participation in Fastly’s equity and bonus programs.
Benefits & Perks
- Comprehensive health coverage: medical, dental, vision
- Family planning and mental health support
- Employee Assistance Program
- Life, Disability, and Accident insurance
- Flexible vacation policy and up to 18 days of paid sick leave
- 401(k) plan with company match
- Employee Stock Purchase Program
- 10 paid local holidays and 11 wellness days in 2024
Why Choose Fastly?
- Global Impact: Small company with a wide-reaching influence and diverse causes.
- Distributed Teams: Offices worldwide; opportunity to attend in-person orientation in San Francisco.
- Diversity & Inclusion: Committed to a culture where everyone feels welcome and authentic.
- Passionate Culture: Employees from all walks of life sharing their passions and interests.
Embark on your journey with Fastly and contribute to innovative security solutions, all while growing within a dynamic, inclusive environment. Apply now and become part of our passionate team!