Edge Cloud Support Engineer (Tier I)

Fastly, Inc.; New York (NY); Teletrabalho; USD 65 000 - 95 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Parental leave

Health insurance

401(k) + ESPP

Learning reimbursements

Employee events

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Written communication

Troubleshooting

Edge/network concepts

SaaS controls

Networking fundamentals

Scripting basics

VCL knowledge

Curious learner

Formação académica

BA/BS degree or equivalent

Ferramentas

curl

traceroute

MTR

Datadog

New Relic

RESTful APIs

Descrição da oferta de emprego

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.