Entry‑Level Edge Cloud Support Engineer (Remote)

Fastly, Inc.; New York (NY); Hybrid; USD 91,000 - 109,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with company match

Employee Stock Purchase Program

Paid holidays (12)

Wellness days (12)

Flexible vacation policy

Paid sick leave (18 days)

Job summary

Fastly's Customer Support Engineering team helps customers succeed with the Edge Cloud Platform through clear, timely technical support. This entry-level Customer Support Engineer, Tier I, works with Tier II and III engineers and partner teams to learn the issue-management process end to end.

You will focus on delivery configuration (VCL), caching, HTTP behavior, and the Fastly Control Panel, with growing exposure to serverless Compute. An on-call rotation is included.

Qualifications

• 2–4 years in a technical support, sysadmin, or network-focused role.
• Proficient understanding of HTTP/S, TCP/IP, TLS and DNS; explain delivery basics.
• Working ability in at least one language and eagerness to learn VCL/Compute.
• Comfort using modern SaaS control panels and RESTful APIs from the command line.
• Strong written communication and analytical skills for customer support.
• Knowledge of network telemetry and diagnostic tools and when to ask for help.
• Understanding of BGP, internet routing, and transit vs peering.

Responsibilities

• Written-first customer support via email, ticket, chat, or portal; participate in live triage as needed.
• Edge troubleshooting: review configurations, VCL logic, cache behavior, HTTP headers, TLS, DNS.
• Guide customers through the Control Panel, API, CLI, RBAC, users, permissions, domains, dashboards.
• Assess impact and urgency; triage through Tier I–III lifecycle with clear evidence.
• Recognize urgent or widespread issues and engage after-hours incident response.
• Collaborate with account teams and CS/Professional Services as needed; document outcomes.
• Educate customers on edge architecture; contribute to documentation and knowledge base.
• Monitor metrics during events and participate in on-call rotation via PagerDuty.

Skills

HTTP/S

TCP/IP

TLS

DNS

Scripting: VCL/Python/JS/Go

UI & API

Communication

Triaging

Networking basics

Education

BA/BS degree or equivalent experience in engineering, CS, MIS

Tools

DataDog

New Relic

Job description

Fastly's Customer Support Engineering team helps customers succeed with the Edge Cloud Platform through clear, timely technical support. This entry-level Customer Support Engineer, Tier I, works with Tier II and III engineers and partner teams to learn the issue-management process end to end.

You will focus on delivery configuration (VCL), caching, HTTP behavior, and the Fastly Control Panel, with growing exposure to serverless Compute. An on-call rotation is included.