Entry-Level Edge Support Engineer — Remote/Hybrid

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

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with company match

Employee Stock Purchase Program

Paid holidays

Flexible vacation

Job summary

Fastly is seeking a Customer Support Engineer (Tier I) to join our Customer Support Engineering team. You will resolve technical inquiries primarily via email and tickets, with chat and live triage as needed, working with Tier II and III engineers.

You will diagnose delivery and caching configurations (VCL, HTTP, DNS, TLS) and guide customers through the Control Panel, API, and RBAC, with occasional on-call rotations and incident response.

Qualifications

• 2-4 years in a technical support, sysadmin, or network-focused role.
• Understanding of HTTP/S, TCP/IP, TLS, DNS and how web content is delivered quickly.
• Working ability in at least one language (e.g., VCL, Python, JavaScript, Go, Ruby, Rust) and eagerness to learn VCL/Compute.
• Comfort navigating modern SaaS control panels and RESTful APIs, including the command line.
• Strong written communication and analytical skills for customer support.
• Knowledge of network telemetry and diagnostic tools (curl, traceroute/MTR).
• Understanding of BGP and internet routing basics.

Responsibilities

• Respond to technical inquiries primarily via email and tickets, with chat and live triage when needed.
• Review customer configurations and debug VCL, cache behavior, HTTP headers, TLS, DNS.
• Guide customers through the Fastly Control Panel, API/CLI, RBAC, and observability dashboards.
• Assess impact and urgency; triage across Tier I–III with clear evidence when escalating.
• Identify urgent, systemic issues and engage incident response as needed.
• Collaborate with account teams to involve Customer Success or Advanced Professional Services when warranted.
• Educate customers on edge architecture and contribute to docs.

Skills

2-4 years experience

Networking fundamentals

Protocol proficiency

Scripting basics

UI/API literacy

Customer communication

Triage proficiency

VCL knowledge

Education

BA/BS degree or equivalent

Tools

VCL

Wasm

DataDog

New Relic

Cloud Platforms (GCP/AWS/Azure)

Job description

Fastly is seeking a Customer Support Engineer (Tier I) to join our Customer Support Engineering team. You will resolve technical inquiries primarily via email and tickets, with chat and live triage as needed, working with Tier II and III engineers.

You will diagnose delivery and caching configurations (VCL, HTTP, DNS, TLS) and guide customers through the Control Panel, API, and RBAC, with occasional on-call rotations and incident response.