Edge Cloud Support Engineer: Learn & Grow

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

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.