Customer Support Engineering Manager, Fastly

• 6+ years of experience in a technical, customer-impacting role, including time in a leadership role (team lead, manager, supervisor)
• Teaching and training experience, and the ability to connect with all types of learning and working styles
• Excellent communication skills, verbal and written, and familiarity with a distributed team model
• Proven track record of highly professional and personalized customer service in an enterprise environment
• Customer Focused with demonstrated results in delivering consistent results in terms of responsiveness, resolution, and CSAT at scale
• Technical background in Network Engineering, Network Operations, or similar field, with a solid understanding of networking fundamentals and underlying internet technologies
• Previous experience in CDN, web performance, cloud environments
• BA/BS degree or equivalent experience required, major in engineering, computer science, or MIS a plus

Desirable

• As a Manager for Fastly’s Customer Support Engineering (CSE) team, you will be responsible for managing, inspiring, and developing a team of Customer Support Engineers (CSEs)
• Fastly recently merged the Mission Control team with the CSE team, as such you will also be responsible for overseeing the Mission Control services delivered by the CSE team, working closely with leadership in Customer Experience, APS, and Product
• Fastly’s Support Model sets us apart from competitors, delivering quick, accurate, and technical support to all our customers to ensure a best-in-class customer experience
• With the addition of the Mission Control services, the CSE team proactively monitors key customer events and brings the same level of assistance and focus to these critical events
• You will provide regular feedback and guidance to the members of your team to develop their careers and potential at Fastly
• You will represent the CSE team in the region to both internal stakeholders and external customers
• You will also be responsible for developing and refining processes, projects, and goals for the team, as well as staffing models
• You will need to be familiar with debugging technical issues, including Network related issues and Live Event monitoring support, in order to guide your team
• Mentoring and growing individuals on your team, creating a positive team environment
• Assist in staffing models, hiring, and training
• Performance and quality reviews for your team members
• Oversee training, process development, and tooling to enable the team to be successful in all Mission Control functions, including monitoring and alerting of customer performance and traffic
• Ensure paid Live Event Monitoring (LEM) services are successfully delivered and bring value to customer and internal teams
• Customer communication within your region
• Working within Customer Experience team to scale our support model, including Mission Control services
• Collaboration and partnering with other teams across Fastly, including CS, Revenue, Product, Engineering, and Marketing
• This position will require you to be available during core business hours
• This position includes on-call and escalation schedules outside of core business hours

• Anticipated Posting Close Date: 7/22/25 - Job posting may close early due to the volume of applicants
• A fully completed application and resume or CV are required when applying