Senior Customer Support Engineer, Fastly
US West
$77.1-108.8k
+ Employee Stock Purchase Program
More information about location
Edge cloud platform
Be an early applicant
Edge cloud platform
1001+ employees
Be an early applicant
$77.1-108.8k
+ Employee Stock Purchase Program
More information about location
1001+ employees
Company mission
To build a better internet — a safe place where good can thrive.
Role
Who you are
- Experience: 2-4 years in a technical support, sysadmin, or network-focused role
- Protocol proficiency: Demonstrated understanding of HTTP/s, TCP/IP, TLS, and DNS (must explain delivering a webpage in under 200 milliseconds)
- Program Language Proficiency: Recent coding bootcamp graduates with a focus in VCL, Python, Ruby/Go, JavaScript, Rust, etc. with a demonstrated entry to moderate level of efficiency
- UI and API literacy: Proficiency navigating modern SaaS control panels and RESTful APIs via CLI
- Customer-facing business acumen: Strong written communication skills and analytical skills with experience supporting customers via email, chat, ticketing system or phone
- Triage proficiency: Demonstrated understanding of network related telemetry and diagnostic tools
- Industry exposure: Demonstrated understanding of networking, including, BGP, internet routing, and the difference between transit and peering
Desirable
- BA/BS degree or equivalent experience, major in engineering, computer science, or MIS a plus
- Experience with Varnish, Varnish Configuration Language
- Experience in the CDN or cloud computing industries
- Experience in review/diagnosing log tools (DataDog, New Relic, etc)
- Basic knowledge of Cloud Platforms (GCP, Azure, AWS)
What the job involves
- This opening is for a Customer Support Engineer, Tier I, an entry-level position within our three-tiered team (Tier I, Tier II, and Tier III) that offers multiple opportunities for future career development within Fastly
- Fastly is seeking a technical expert for customers using our delivery and compute platforms
- This role requires a strong understanding of internet protocols and the ability to advise on code updates that modify traffic at the network edge
- You will not handle general IT or security (WAF/DDoS) tickets; instead, you will be the definitive expert on VCL logic, serverless compute, and the Fastly Control Panel
- Programmable edge troubleshooting: Review our customer configurations and debug VCL logic and Compute (Wasm) applications, optimizing cache hit ratios, and manipulating HTTP headers
- UI mastery: Guide customers through the Fastly Control Panel, RBAC configurations, and custom observability dashboards
- High-velocity customer support: Resolve technical inquiries across email, chat, and Slack with a target first response time (FRT) of less than 30 minutes
- Customer advocacy and continuous learning: Move beyond just fixing tickets by educating customers on edge architecture and troubleshooting methodologies. Actively seek out new mitigation strategies and triage tips, sharing your learnings and contributing to our established documentation
- Omnichannel customer support: Resolve technical inquiries across email, chat (powered by Slack), and portal engagements, including live triage sessions over video or telephone conferences, with a target first response time (FRT) Service Level Agreement (SLA)
- Collaborative escalation: Recognize when to ask for help. You will learn to properly escalate support cases to higher-tier teams to advocate for a timely resolution for our customers
- Live event monitoring and on-call coverage: Monitor metrics during large network events and proactively report degradation to our customers. This role includes an on-call rotation managed by PagerDuty, covering weekends, select after-hours, and corporate holidays (which includes additional holiday pay)
- 11am-8pm PST Shift or 12-9pm PST Shift
- This position will require an estimated 12-24 hours per month on-call
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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