Customer Support Engineer, Fastly
$95.2-132.2k
2+ days a week in office
Edge cloud platform
Job no longer available
Edge cloud platform
1001+ employees
Job no longer available
$95.2-132.2k
2+ days a week in office
1001+ employees
Company mission
To build a better internet — a safe place where good can thrive.
Role
Who you are
- Customer Support Engineers will have experience actively diagnosing and debugging customer tickets and will be technically curious; digging deep to find the answer to a tricky problem
- CSEs will be good communicators and will be able to handle customers in both positive and negative situations
- They must be able to fully drive customers through the debugging process in confident control
- The ideal candidate should be a master of written voice, and have the technical curiosity and experience necessary to understand Fastly’s product from end to end
- They’ll be working with our marketing, engineering, and sales teams on behalf of our customer base, so a passion for customer advocacy is essential
- Also, no two support tickets at Fastly are alike, so support engineers will be dealing with a wide range of complex and rewarding problems on a daily basis
- Recommended minimum of 2+ years of experience in customer support or sysadmin role
- Strong written communication skills and experience supporting customers via email, chat, ticketing system or phone
- Demonstrated understanding of one or more programming languages
- Demonstrated understanding of *nix environment
- Ability to debug connections using cURL, traceroute, nc or other network diagnostic tools
What the job involves
- No two support tickets at Fastly are alike, so support engineers will be dealing with a wide range of complex and rewarding problems on a daily basis
- Manage customer CDN configurations over email and chat
- Communicate customer needs and requirements with the engineering, product and sales teams
- Contribute to our customer facing documentation when necessary
- Contribute to the processes and policies that scale our support organization as we grow
- Fastly’s goal of creating the best set of tools for people who scale the internet is rooted in great support. It's a core value, and something that shapes our culture. Fastly is looking for passionate support engineers to continue our high standard of support, as well as scale and improve our support systems as we grow
- This position will require you to be available during core business hours
Application process
- Anticipated Posting Close Date*: December 22 2024
- *Job posting may close early due to the volume of applicants
Our take
Internet users around the world have come to expect personalized, real-time digital experiences, but delivering these quickly and securely, while maintaining quality, can be a difficult task for businesses.
Fastly enables the companies to deliver fast, secure, and scalable online experiences. Its edge cloud platform moves data and applications closer to end-users — improving the user experience, putting the power back in developers’ hands, and enabling clients to focus on growing their businesses.
The company has helped several high-profile businesses, including Reddit, Pinterest, Stripe, EPIC Games, and more. Its offering is well-regarded in the space, demonstrated by it being named a 2022 Gartner® Peer Insights™ Customers’ Choice for Global CDN, as well as a Leader in The Forrester Wave™: Edge Development Platforms, Q4 2023 report.
Steph
Company Specialist at Welcome to the Jungle
Insights
9% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Jan 2019
$40m
SERIES F
Jul 2018
$40m
SERIES F
Total funding: $259m
Company benefits
- Parental support and beyond: We support our families by offering generous time off for parental leave. And beyond that, we work hard to build a culture that allows for all employees to have the life outside work that they desire year round.
- Health and wellness: Your well-being matters here. Our health plans offer a variety of options, including full medical, dental, and vision coverage, short- and long-term disability insurance, mental health resources, and more.
- Invest in your future: We offer 401(k)/retirement plans, employee stock purchasing plans (ESPP), and reimbursements for learning and development programs — so we can support your ongoing growth and success.
- Keep learning and growing: Helping people go further means nurturing their talent. Through annual reimbursements for employee learning activities, regular hangouts and advice from our Senior Staff, talks from industry leaders, and cultural events — we offer tons of opportunities for people to learn. And we’re always looking to grow as a company, too: we collect employee engagement and experience data annually and leverage our Employee Experience Champion Network to understand employee feedback, so we can keep improving.
Company HQ
China Basin, San Francisco, CA
Leadership
Kip Compton
(CEO)Kip joined the Fastly team in 2024 as CPO, becoming CEO in 2025. Prior to this, he was an SVP of Strategy & Business Development/Networking at Cisco.
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