Edge Cloud Support Engineer — Hybrid/Remote

Fastly, Inc.; Chicago (IL); Hybrid; USD 91,000 - 109,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) with company match

Employee Stock Purchase Program

Paid holidays

Job summary

Fastly, Inc. is seeking a Customer Support Engineer, Tier I, to join the CSE team. You will work with Tier II/III, Engineering, and partner teams to resolve complex edge delivery and compute issues, focusing on VCL, caching, HTTP behavior, and the Fastly Control Panel.

This entry-level role includes on-call rotations and career growth within a three-tiered support structure. Ideal candidates have 2–4 years in technical support or networking, strong written communication, and willingness to learn

Qualifications

• 2–4 years in a technical support, sysadmin, or network-focused role.
• Protocol proficiency: HTTP/S, TCP/IP, TLS, and DNS.
• Scripting and programming foundation with at least one language.
• UI and API literacy: comfort with SaaS control panels and RESTful APIs.
• Customer communication: strong written communication and analytical skills.
• Triage proficiency: knowledge of network telemetry and diagnostic tools (curl, traceroute).
• Networking fundamentals: understanding BGP and internet routing.

Responsibilities

• Respond to customer inquiries primarily by email and ticket, with chat and portal support.
• Review configurations, debug VCL logic, and analyze cache behavior and HTTP headers.
• Guide customers through the Control Panel, API, and RBAC concepts.
• Assess impact and urgency, triage in Tier I–III lifecycle, escalate with evidence.
• Identify urgent incidents and engage after-hours incident response when needed.
• Collaborate with account teams and hand off with clear summaries.
• Educate customers on edge architecture and contribute to docs.

Skills

HTTP/S

TCP/IP

TLS

DNS

Scripting basics

API literacy

Written communication

Diagnostics tools

Networking fundamentals

Education

BA/BS degree or equivalent

Tools

Varnish

Varnish Configuration Language

Job description

Fastly, Inc. is seeking a Customer Support Engineer, Tier I, to join the CSE team. You will work with Tier II/III, Engineering, and partner teams to resolve complex edge delivery and compute issues, focusing on VCL, caching, HTTP behavior, and the Fastly Control Panel.

This entry-level role includes on-call rotations and career growth within a three-tiered support structure. Ideal candidates have 2–4 years in technical support or networking, strong written communication, and willingness to learn