IT Support Engineer, Fastly
3+ days a week in office
Edge cloud platform
Job no longer available
Edge cloud platform
1001+ employees
Job no longer available
3+ 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
- We seek an empathetic, curious, and solution-oriented IT Support Engineer to provide compassionate technical assistance to our diverse user base
- Experienced IT support professional adept at independently resolving complex issues, tackling unfamiliar challenges, and finding innovative solutions through systematic problem-solving
- Self-motivated, proactive, and adaptable, able to work autonomously, make sound judgments, and manage priorities effectively while maintaining high-quality support in a fast-paced, asynchronous team environment
- Customer-centric, collaborative team player committed to delivering exceptional service, building strong user relationships, and contributing to a positive work environment
- Proficient in using and troubleshooting Okta, Google Workspace, Slack, Zoom, and Zoom Rooms
- Demonstrated experience troubleshooting macOS and Windows operating systems on Apple, Dell and Microsoft hardware platforms
- Skilled in troubleshooting iOS and Android mobile devices, with knowledge of MDM platforms such as Jamf and Google
- The ideal candidate would be able to work until roughly 6 PM local time to facilitate collaboration with the rest of the team
Desirable
- Proficiency with project management and collaboration tools, specifically Confluence, Jira, and/or Zendesk
- Hands-on experience with Linux (Ubuntu) operating system on Dell hardware platforms
- Familiarity with macOS device management tools, specifically Jamf or Munki
What the job involves
- This position will require you to be available during core business hours
- You will collaborate with your team and users to understand needs, build trust, and find effective solutions. Your interpersonal skills and technical expertise will enable you to resolve a variety of requests while ensuring users feel heard and supported
- You will maintain system performance, respond thoughtfully to tickets, and honor agreed-upon procedures and metrics. Your ability to connect with others will contribute to an environment where both technology and people thrive, aligning with our vision of a workplace that values and supports all individuals
- Work compassionately with our creative users on resolving their issues, including requests and break/fix tickets
- Play a crucial role in the team’s success by participating in a ticket triage rotation to assign out incoming tickets
- Connect with our diverse user base as you troubleshoot with them in person during your IT Support Desk staffing rotation
- Collaborate with your team members to find effective solutions to complex problems, helping you to master valuable new skills
- Welcome new employees to the company during IT Support’s “IT Onboarding” class by assisting users with setting up their new hardware and access
- Provide essential support to our users outside of business hours during an on-call rotation by responding to high-priority issues within the team’s SLAs
Application process
- A fully completed application and resume or CV are required when applying
Salary benchmarks
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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