Customer Support Engineer

Fastly, Inc.; Austin (NY); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Holiday pay

PagerDuty on-call rotation

Job summary

Fastly, Inc. is hiring a Customer Support Engineer (Tier I) to join our Edge Cloud Platform team in the United States. You will handle written-first support via email, tickets, chat, and portal, collaborating with Tier II/III engineers to learn our issue-management process end-to-end.

You will troubleshoot edge delivery, VCL, caching, HTTP behavior, TLS, and DNS, while guiding customers through the Control Panel and APIs. Occasional on-call rotations and holiday pay are part of the role.

Qualifications

• 2-4 years in a technical support, sysadmin, or network-focused role.
• Demonstrated understanding of HTTP/S, TCP/IP, TLS, and DNS, incl. how a page is delivered quickly.
• Working ability in at least one language (VCL, Python, JavaScript, Go, Ruby, or Rust).
• Comfort with modern SaaS control panels and RESTful APIs, incl. CLI.
• Strong written communication and analytical skills in customer support.
• Knowledge of network telemetry and diagnostic tools (curl, traceroute/MTR).
• Understanding of BGP, internet routing, and transit vs peering.
• BA/BS degree or equivalent experience is a plus.
• Experience with Varnish, Varnish Configuration Language, DataDog, New Relic is a plus.
• Familiarity with Cloud Platforms (GCP, AWS, Azure) is beneficial.

Responsibilities

• Written-first customer support via email, tickets, chat, and portal engagements.
• Edge troubleshooting: review configurations, VCL, cache behavior, HTTP headers, TLS, DNS.
• Guide customers through the Control Panel, API and CLI, RBAC, users and permissions, and dashboards.
• Assess impact and urgency, triage with Tier I-III, escalate to Engineering with evidence.
• Recognize urgent incidents and participate in after-hours incident response.
• Collaborate with account teams for configuration reviews or solution design.
• Educate customers on edge architecture and contribute to documentation.
• Monitor live events and participate in on-call rotations via PagerDuty.

Skills

HTTP/S

TCP/IP

DNS

TLS

VCL

Python

JavaScript

Go

Ruby

Rust

Scripting basics

Education

BA/BS degree or equivalent experience

Tools

Varnish

VCL

DataDog

New Relic

GCP

AWS

Azure

Job description

the company helps people stay better connected with the things they love. the company’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. the company’s customers include many of the world’s most prominent companies, including GitHub, Yelp, Paramount, and JetBlue.

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

**Posting Open Date: 10/06/2026Anticipated Posting Close Date*: 12/31/2026Job posting may close early due to the volume of applicants.*

Customer Support Engineer (CSE)About the Customer Support Engineering Team

The the company Edge Cloud Platform powers the best of the internet. Our Customer Support Engineering (CSE) team, a key function within our broader Customer Experience organization, helps customers succeed through clear, timely, and transparent technical support.

This opening is for a Customer Support Engineer, Tier I, an entry-level position within our three-tiered team (Tier I, Tier II, and Tier III) that offers multiple opportunities for career development within the company. You will work closely with Tier II and III engineers, Engineering, and our customer-facing partner teams, and you will learn our issue management process end to end.

We are seeking a technical problem solver for customers using our delivery and Compute platforms. The role requires a strong understanding of internet protocols and the ability to explain clearly how traffic behaves at the network edge. You will focus on delivery configuration (VCL), caching, HTTP behavior, and the the company Control Panel, with growing exposure to serverless Compute. Security product cases (such as WAF and DDoS) and general IT requests are handled by other teams.

What You'll Do:

• 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 the company 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).

What We're Looking For:

• Experience: 2-4 years in a technical support, sysadmin, or network-focused role.

• Protocol proficiency: Demonstrated understanding of HTTP/S, TCP/IP, TLS, and DNS, including the ability to explain how a webpage is delivered quickly.

• Scripting and programming foundation: Working ability in at least one language (for example VCL, Python, JavaScript, Go, Ruby, or Rust) and eagerness to learn VCL and Compute.

• UI and API literacy: Comfort navigating modern SaaS control panels and RESTful APIs, including from the command line.

• Customer communication: Strong written communication and analytical skills, with experience supporting customers by email, chat, ticketing system, or phone.

• Triage proficiency: Working knowledge of network telemetry and diagnostic tools (such as curl and traceroute/MTR), and the judgment to know when to ask for help.

• Networking fundamentals: Understanding of BGP, internet routing, and the difference between transit and peering.

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 review/diagnosing log tools (DataDog, New Relic, etc)

• Basic knowledge of Cloud Platforms (GCP, Azure, AWS)