Customer Support Engineer

Fastly; City Of London; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A cloud computing company in London is seeking a Customer Support Engineer to provide technical support and assist customers with their CDN configurations. The ideal candidate will have strong problem-solving skills, excellent communication abilities, and a background in customer support. Join this innovative team and help enhance customer experiences with cutting-edge technology. This role offers a hybrid work model with options for remote flexibility.

Qualifications

• 2+ years in customer support/sysadmin role required.
• Strong written communication and analytical skills essential.
• Experience with programming languages required.

Responsibilities

• Manage customer CDN configurations via email and chat.
• Communicate customer needs to product and engineering teams.
• Contribute to internal and customer-facing documentation.

Skills

Excellent communication skills

Technical curiosity

Customer advocacy

Problem-solving

Understanding of networking

Education

BA/BS degree or equivalent experience

Tools

cURL

MTR

traceroute

Apache

NGINX

Job description

Fastly helps people stay better connected with the things they love. Fastly’s edge cloud platform enables customers to create great digital experiences quickly, securely and reliably by processing, serving and securing our customers’ applications as close to their end-users as possible at the edge of the Internet. The platform is designed to take advantage of the modern internet to be programmable and to support agile software development. Fastly’s customers include many of the world’s most prominent companies including Vimeo, Pinterest, The New York Times and GitHub.

We’re building a more trustworthy Internet. Come join us.

Fastly is seeking Customer Support Engineers to diagnose and debug customer issues with technical curiosity. Candidates should excel in communication, confidently guiding customers through complex problems. A passion for customer advocacy is essential as CSEs will collaborate with product engineering and sales teams. The role involves handling a diverse range of technical support and networking tickets while ensuring high standards of service. Ideal candidates will have a strong written voice and a comprehensive understanding of Fastly’s products.

What You’ll Do

• Manage and debug customer CDN configurations over email and chat
• Communicate customer needs and requirements with the engineering product and sales teams
• Contribute to our customer-facing and internal-facing documentation when necessary
• Contribute to the processes and policies that scale our support organization as we grow
• Real‑time live event monitoring: overseeing customer traffic and collaborating with Engineering to resolve issues on a high‑speed global network
• Customer‑focused problem‑solving: proactively identifying and addressing issues enhancing reliability and speed

What We’re Looking For

• Recommended minimum of 2 years of experience in customer support or sysadmin role
• Strong written communication skills and analytical skills with experience supporting customers via email, chat, ticketing system or phone
• Demonstrated understanding of one or more programming languages
• Demonstrated understanding of
  • nix environment
• Ability to debug connections using cURL, MTRs, traceroute, nc or other network diagnostic tools
• Understanding of networking including BGP, internet routing and the difference between transit and peering
• Understanding of HTTP/S request/response cycle, TCP, TLS, DNS, Apache, NGINX
• We’ll be super impressed if you have experience in any of these:
  • 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 reviewing/diagnosing log tools (DataDog, New Relic, etc.)
  • Basic knowledge of Cloud Platforms (GCP, Azure, AWS)
  • Fluent in both spoken and written French

Work Hours

This position will require you to work a Tuesday‑Saturday shift.

09:00‑18:00 or 08:00‑17:00

This position will require an estimated 12‑24 hours per month on‑call.

Work Location(s) & Travel Requirements

This position is open to the following preferred office locations:

London, UK

Fastly currently embraces a largely hybrid model for most roles which allows employees flexibility to split their time between the office and home.

Why Fastly

We have a huge impact. Fastly is a small company with a big reach. Not only do our customers have a tremendous user base but we also support a growing number of open source projects and encourage employees to share causes close to their heart so we can help lend a supportive hand.

We love distributed teams. Fastly’s home base is in San Francisco but we have multiple offices and employees sprinkled around the globe. As a new hire you will be able to attend our IN‑PERSON new hire orientation in our San Francisco office! It is an exciting week‑long experience that we offer to new employees to build connections with colleagues across Fastly, participate in hands‑on learning opportunities and immerse yourself in our culture firsthand.

We value diversity. Growing and maintaining our inclusive and diverse team matters to us. We are committed to being a company where our employees feel comfortable bringing their authentic selves to work and have the ability to be successful every day.

We are passionate. Fastly is chock full of passionate people and we’re not one size fits all. Fastly employs authors, pilots, skiers, parents (of humans and animals), makeup geeks, coffee connoisseurs and more. We love employees for who they are and what they’re passionate about.

We’re always looking for humble, sharp and creative folks to join the Fastly team. If you think you might be a fit please apply! A fully completed application and resume or CV are required when applying.

Fastly is committed to ensuring equal employment opportunity and to providing employees with a safe and welcoming work environment free of discrimination and harassment. Our employment decisions are based on business needs, job requirements and individual qualifications. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care, leave, gender identity or expression, genetic information, marital status, medical condition, national origin, family or parental status, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation or any other characteristic protected by applicable laws, regulations and ordinances.

Consistent with the Americans with Disabilities Act (ADA) and federal or state disability laws, Fastly will provide reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions and/or to receive other benefits and privileges of employment please contact your Recruiter or the Fastly Employee Relations team at or .

>Fastly collects and processes personal data submitted by job applicants in accordance with our Privacy Policy. Please see our privacy notice for job applicants.

Key Skills

• Abinitio
• Google Analytics
• Corporate Communications
• Infection Control
• Lab Technology
• Condition Monitoring

Employment Type: Full Time

Experience: Years

Vacancy: 1