Customer Support Engineer

Fastly, Inc.; New York (NY); Remote; USD 65.000 - 95.000; Vollzeit

Benefits dieser Stelle

Parental leave

Health insurance

401(k) + ESPP

Learning reimbursements

Employee events

Zusammenfassung

Fastly, Inc. is seeking a Customer Support Engineer, Tier I, to join our three-tiered team. You will learn the issue management process end to end and work with Tier II/III engineers, Engineering, and partner teams to deliver timely, accurate assistance.

You will focus on delivery configuration (VCL), caching, HTTP behavior, and the Fastly Control Panel, with growing exposure to serverless Compute. This entry-level role includes after-hours incident response and occasional on-call rotations.

Qualifikationen

• Clear written communication for email, chat, and ticketing.
• Ability to review configurations and debug HTTP/DC edge behavior.
• Familiarity with VCL, caching, and basic Compute concepts.
• Experience supporting customers in a technical, SaaS environment.

Aufgaben

• Resolve technical inquiries via email, ticketing, chat, and portal engagements.
• Perform edge troubleshooting: review configurations, VCL logic, and cache behavior.
• Guide customers through the Control Panel, API, and CLI with RBAC and permissions.
• Assess urgency and triage issues through Tier I–III lifecycle, with evidence-based handoffs.

Kenntnisse

Written communication

Troubleshooting

Edge/network concepts

SaaS controls

Networking fundamentals

Scripting basics

VCL knowledge

Curious learner

Ausbildung

BA/BS degree or equivalent

Tools

curl

traceroute

MTR

Datadog

New Relic

RESTful APIs

Jobbeschreibung

• The Fastly 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 Fastly
• 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
• You will focus on delivery configuration (VCL), caching, HTTP behavior, and the Fastly 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
• 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 elevate 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)
• This position will require you to be available during core US-East business hours (Sunday – Thursday) as aligned with your direct manager
• It will also require occasional nights and weekends as necessary to support any on-call coverage

Benefits

• Parental support and beyond: We support our families by offering generous time off for parental leave. And beyond that, we work hard to build a culture that allows for all employees to have the life outside work that they desire year round.
• Health and wellness:
  Your well-being matters here. Our health plans offer a variety of options, including full medical, dental, and vision coverage, short- and long-term disability insurance, mental health resources, and more.
• Invest in your future:
  We offer 401(k)/retirement plans, employee stock purchasing plans (ESPP), and reimbursements for learning and development programs — so we can support your ongoing growth and success.
• Keep learning and growing: Helping people go further means nurturing their talent. Through annual reimbursements for employee learning activities, regular hangouts and advice from our Senior Staff, talks from industry leaders, and cultural events — we offer tons of opportunities for people to learn. And we’re always looking to grow as a company, too: we collect employee engagement and experience data annually and leverage our Employee Experience Champion Network to understand employee feedback, so we can keep improving.

The role requires a strong understanding of internet protocols and the ability to explain clearly how traffic behaves at the network edgeProtocol proficiency: Demonstrated understanding of HTTP/S, TCP/IP, TLS, and DNS, including the ability to explain how a webpage is delivered quicklyTriage proficiency: Working knowledge of network telemetry and diagnostic tools (such as curl and traceroute/MTR), and the judgment to know when to ask for helpNetworking fundamentals: Understanding of BGP, internet routing, and the difference between transit and peeringCustomer communication: Strong written communication and analytical skills, with experience supporting customers by email, chat, ticketing system, or phoneUI and API literacy: Comfort navigating modern SaaS control panels and RESTful APIs, including from the command lineScripting 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 ComputeExperience: 2-4 years in a technical support, sysadmin, or network-focused roleBA/BS degree or equivalent experience, major in engineering, computer science, or MIS a plusExperience in the CDN or cloud computing industriesExperience with Varnish, Varnish Configuration LanguageExperience in review/diagnosing log tools (DataDog, New Relic, etc)Basic knowledge of Cloud Platforms (GCP, Azure, AWS)