Edge Support Engineer (Tier I) - Remote

Fastly, Inc.; Houston (TX); Hybrid; USD 91,000 - 109,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) with company match

Employee Stock Purchase Program

12 local holidays (2026) + wellness/pm

Job summary

Fastly, Inc. is seeking a Customer Support Engineer (Tier I) to join our Customer Support Engineering team. You’ll resolve technical inquiries via email and tickets, review configurations, and guide customers through the Fastly Control Panel, API, and CLI.

You will work with Tier II/III engineers, learn the issue-management process, and contribute to edge architecture education while supporting on-call rotations and after-hours as needed.

Qualifications

• 2-4 years in a technical support, sysadmin, or network-focused role.
• Strong understanding of HTTP/S, TCP/IP, TLS, and DNS with the ability to explain delivery.
• Working ability in at least one language (VCL, Python, JavaScript, Go, Ruby, or Rust).
• Comfort navigating SaaS control panels and RESTful APIs, incl. CLI.
• Strong written communication and analytical skills for support.
• Experience with network telemetry and diagnostic tools (curl, traceroute/MTR).
• Understanding of BGP and internet routing.

Responsibilities

• Respond to customer inquiries via email, ticket, chat, and portal; participate in triage sessions.
• Review configurations, debug VCL, cache behavior, HTTP headers, TLS, DNS; learn Compute (Wasm).
• Guide customers through Control Panel, API, CLI, RBAC, domains, and observability dashboards.
• Assess impact and urgency; follow Tier I-III lifecycle with evidence for escalation.
• Identify urgent, widespread issues and engage incident response quickly.
• Collaborate with account teams and services for configuration reviews or solutions.
• Educate customers on edge architecture and troubleshoot, contribute to documentation.
• Monitor metrics during large events and participate in after-hours on-call.

Skills

HTTP/S

TCP/IP

TLS

DNS

Scripting Languages

VCL

Compute (Wasm)

UI/API literacy

Curl/traceroute/MTR

Networking fundamentals

Education

BA/BS degree or equivalent experience

Tools

Varnish

Varnish Configuration Language

DataDog

New Relic

GCP

Azure

AWS

Job description

Fastly, Inc. is seeking a Customer Support Engineer (Tier I) to join our Customer Support Engineering team. You’ll resolve technical inquiries via email and tickets, review configurations, and guide customers through the Fastly Control Panel, API, and CLI.

You will work with Tier II/III engineers, learn the issue-management process, and contribute to edge architecture education while supporting on-call rotations and after-hours as needed.