Note: The job is a remote job and is open to candidates in USA. Fastly provides edge cloud services and hires a Tier I Customer Support Engineer to resolve technical customer inquiries about its delivery and Compute platforms. The role troubleshoots edge configurations and network behavior, guides customers through Fastly tools, manages case triage and escalations, and contributes to customer education and documentation.
Responsibilities
- Written-first customer support: Resolve technical inquiries primarily through email and ticket, and also through chat (Slack) and portal engagements. Join live triage sessions by video or phone when a situation calls for it. You will work to define first-response targets, so clear and accurate written communication is essential
- Edge troubleshooting: Review customer configurations and debug VCL logic, cache behavior (TTLs, hit ratio), HTTP headers, TLS, and DNS. Over time, build skills troubleshooting Compute (Wasm) applications
- Control Panel and account guidance: Guide customers through the Fastly Control Panel, API and CLI, role-based access controls (RBAC), users and permissions, domains, and observability dashboards
- Issue management and triage: Assess impact and urgency on every case, work it through our Tier I, II, and III lifecycle, and escalate to Engineering during business hours with clear evidence: what you verified, what you tried, and what you still don't know
- Urgent and widespread issues: Recognize when an issue is urgent (for example, customer traffic is down) or affects multiple customers, and engage our after-hours incident response process quickly
- Partnering with account teams: Know when to bring in Customer Success Management or Advanced Professional Services, such as when a customer's sentiment is changing or a request calls for configuration review or solution design, and hand off with a clear summary
- Customer advocacy and continuous learning: Go beyond closing tickets by educating customers on edge architecture and troubleshooting methods. Share what you learn and contribute to our documentation
- Live event monitoring and on-call: Monitor metrics during large network events and proactively report degradation to customers. This role includes an occasional on-call rotation managed through PagerDuty, covering weekends, select after-hours, and corporate holidays (which includes additional holiday pay)
Skills
- 2-4 years in a technical support, sysadmin, or network-focused role
- Demonstrated understanding of HTTP/S, TCP/IP, TLS, and DNS, including the ability to explain how a webpage is delivered quickly
- Working ability in at least one language (for example VCL, Python, JavaScript, Go, Ruby, or Rust) and eagerness to learn VCL and Compute
- Comfort navigating modern SaaS control panels and RESTful APIs, including from the command line
- Strong written communication and analytical skills, with experience supporting customers by email, chat, ticketing system, or phone
- Working knowledge of network telemetry and diagnostic tools (such as curl and traceroute/MTR), and the judgment to know when to ask for help
- Understanding of BGP, internet routing, and the difference between transit and peering
- BA/BS degree or equivalent experience, major in engineering, computer science, or MIS a plus
- Experience with Varnish, Varnish Configuration Language
- Experience in the CDN or cloud computing industries
- Experience in review/diagnosing log tools (DataDog, New Relic, etc)
- Basic knowledge of Cloud Platforms (GCP, Azure, AWS)
Benefits
- Eligible to participate in Fastly’s equity and discretionary bonus programs.
- Medical, dental, and vision insurance.
- Family planning support.
- Mental health support and Employee Assistance Program.
- Life, disability, and accident insurance.
- Flexible Vacation policy.
- Up to 18 days of accrued paid sick leave.
- 401(k), including company match.
- Employee Stock Purchase Program.
- For 2026, 12 paid local holidays and 12 paid company wellness days.
- Benefits start on the first day of employment.
- Hybrid and remote work locations; Fastly’s largely hybrid model allows employees flexibility to split time between the office and home. Remote candidates may be considered within the US.
- Additional holiday pay for the occasional on-call rotation covering corporate holidays.
Company Overview
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