Customer Support Engineer, Fastly

Tuesday through Saturday Schedule

$75.5-100.7k

+ Employee Stock Purchase Program

Junior and Mid level

Denver

San Francisco Bay Area

Remote from US

More information about location

Edge cloud platform

Job no longer available

Edge cloud platform

1001+ employees

B2BSecurityEnterpriseCyber SecurityCloud Computing

Job no longer available

$75.5-100.7k

+ Employee Stock Purchase Program

Junior and Mid level

Denver

San Francisco Bay Area

Remote from US

More information about location

1001+ employees

B2BSecurityEnterpriseCyber SecurityCloud Computing

Company mission

To build a better internet — a safe place where good can thrive.

Job

Company

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
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 Tuesday through Saturday each week
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
*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

Top investors

9% employee growth in 12 months

Glassdoor (3.7)

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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