Entry-Level Edge Cloud Support Engineer (Remote)

Fastly, Inc.; Denver (CO); 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

Flexible vacation policy

Paid holidays & wellness days

Job summary

Fastly, Inc. is seeking a Customer Support Engineer (Tier I) to join our Customer Support Engineering team. You will work with Tier II and III engineers to resolve delivery and Compute platform issues, explaining traffic behavior at the edge and guiding customers through the Control Panel, API, and RBAC.

The role emphasizes written communication, problem solving, and the ability to triage and escalate with clear evidence. Occasional after-hours support is required.

Qualifications

• 2–4 years in technical support, sysadmin, or network-focused role.
• Understanding of HTTP/S, TCP/IP, TLS, DNS, and edge traffic behavior.

Responsibilities

• Resolve technical inquiries via email, ticket, chat, and portal.
• Review configurations and debug VCL, cache behavior, HTTP headers, TLS, and DNS.
• Guide customers through the Fastly Control Panel, API and RBAC.
• Assess impact and triage using Tier I–III lifecycle, with clear evidence.
• Recognize urgent, widespread issues and engage incident response.
• Partner with account teams for reviews and solution design.
• Educate customers on edge architecture and contribute to docs.
• Monitor live events and participate in on-call rotations.

Skills

HTTP/S

TCP/IP

TLS

DNS

VCL

Python

JavaScript

Go

Ruby

Rust

REST APIs

SaaS UI/API

Tools

DataDog

New Relic

curl

traceroute

MTR

Job description

Fastly, Inc. is seeking a Customer Support Engineer (Tier I) to join our Customer Support Engineering team. You will work with Tier II and III engineers to resolve delivery and Compute platform issues, explaining traffic behavior at the edge and guiding customers through the Control Panel, API, and RBAC.

The role emphasizes written communication, problem solving, and the ability to triage and escalate with clear evidence. Occasional after-hours support is required.