Remote Edge Cloud Support Engineer

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

Benefits offered by this job

Equity program

Discretionary bonus

Medical, dental, vision benefits

401(k) with company match

Paid holidays

Job summary

Fastly in the United States is seeking a Customer Support Engineer, Tier I, to join our Customer Experience team. You will handle written-first technical inquiries, guide customers through the Control Panel, and collaborate with Tier II/III engineers to resolve issues related to VCL, caching, HTTP behavior, and compute workflows.

The ideal candidate has 2–4 years in technical support or network-focused roles, strong knowledge of HTTP/S and DNS, and comfort with SaaS APIs and scripting.

Qualifications

• 2–4 years in a technical support, sysadmin, or network-focused role.
• Understanding of HTTP/S, TCP/IP, TLS, and DNS.
• Working ability in at least one language (VCL, Python, JavaScript, Go, Ruby, or Rust).
• UI and API literacy with modern SaaS control panels and RESTful APIs.
• Strong written communication and analytical skills in customer support.
• Knowledge of network telemetry and diagnostic tools (curl, traceroute).
• BA/BS in engineering, CS, MIS or equivalent is a plus.

Responsibilities

• Written-first customer support via email, tickets, chat, and portal engagements.
• Edge troubleshooting of VCL, cache behavior, HTTP headers, TLS, DNS.
• Guide customers through the Fastly Control Panel, API and RBAC.
• Assess impact and urgency on each case and triage through Tier I-III.
• Respond to urgent issues and engage after-hours incident processes.
• Collaborate with account teams and hand off with clear summaries.
• Educate customers on edge architecture and contribute to docs.
• Monitor live events and participate in on-call rotations.

Skills

HTTP/S & TCP/IP

VCL & Compute exposure

Scripting basics

UI & REST APIs

Written communication

Network diagnostics

Education

BA/BS in engineering or related field

Tools

Varnish

DataDog

New Relic

Cloud platforms (GCP/AWS/Azure)

Job description

Fastly in the United States is seeking a Customer Support Engineer, Tier I, to join our Customer Experience team. You will handle written-first technical inquiries, guide customers through the Control Panel, and collaborate with Tier II/III engineers to resolve issues related to VCL, caching, HTTP behavior, and compute workflows.

The ideal candidate has 2–4 years in technical support or network-focused roles, strong knowledge of HTTP/S and DNS, and comfort with SaaS APIs and scripting.