Customer Support Engineer, Fastly
Sunday - Thursday Schedule
$75.5-100.7k
More information about location
Edge cloud platform
Be an early applicant
Edge cloud platform
1001+ employees
Be an early applicant
$75.5-100.7k
More information about location
1001+ employees
Company mission
To build a better internet — a safe place where good can thrive.
Role
Who you are
- 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
- 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
- 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
- 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
- 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
- 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
- This position will require a work schedule of Sunday through Thursday
- This position will require you to be available during core business hours
- This position has an on-call component requiring 12-24 hours per month
Application process
- Posting Open Date: March 13, 2025
- Anticipated Posting Close Date*: May 13, 2025
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
- Competitive PTO Policies
- Remote or Hybrid Work
- Generous time off for parental leave
- Full medical, dental, and vision coverage
- Short- and long-term disability insurance
- Mental health resources
- 401(k)/retirement plans
- Employee stock purchasing plans (ESPP)
- Reimbursements for learning and development programs
Company HQ
China Basin, San Francisco, CA
Leadership
Artur Bergman
(Chief Architect and Executive Chairperson)Served as the company's CEO until changing roles in 2020. Previously served as CTO at Wikia, and was a Board Member at OpenID Foundation
Salary benchmarks
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