Edge Cloud Support Engineer (Tier I) — Remote

WebHosting; New York (NY); Hybrid; USD 91,000 - 109,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) with company match

Equity and discretionary bonus program

Job summary

Fastly is seeking a Customer Support Engineer, Tier I, to join our Customer Experience team. You will diagnose and resolve technical inquiries primarily via email and tickets, while also supporting chat and live triage sessions.

You will learn error-management workflows and work with Tier II/III engineers, focusing on edge delivery, caching, and Compute (Wasm) exposure. You will communicate clearly, guide customers through the Control Panel and API, triage issues, and escalate with evidence.

Qualifications

• 2-4 years in a technical support, sysadmin, or network-focused role.
• Strong understanding of HTTP/S, TCP/IP, TLS, and DNS.
• Fluent navigation of SaaS control panels and RESTful APIs.
• Strong written communication and analytical skills.
• Experience supporting customers via email, chat, tickets, or phone.
• Knowledge of network telemetry and diagnostic tools.

Responsibilities

• Written-first customer support via email, ticket, chat, and portal engagements.
• Edge troubleshooting including VCL, caching, HTTP headers, TLS, DNS.
• Guide customers through Control Panel, API, CLI, RBAC, domains, observability dashboards.
• Assess impact and urgency; triage with Tier I–III lifecycle; escalate with evidence.
• Recognize urgent, wide-impact issues and engage after-hours incident processes.
• Partner with account teams and sign off with clear summaries.
• Educate customers on edge architecture; contribute to docs.
• Monitor metrics during large events; participate in on-call rotations.

Tools

curl

traceroute/MTR

Job description

Fastly is seeking a Customer Support Engineer, Tier I, to join our Customer Experience team. You will diagnose and resolve technical inquiries primarily via email and tickets, while also supporting chat and live triage sessions.

You will learn error-management workflows and work with Tier II/III engineers, focusing on edge delivery, caching, and Compute (Wasm) exposure. You will communicate clearly, guide customers through the Control Panel and API, triage issues, and escalate with evidence.