Customer Support Engineer, Fastly

• Recommended minimum of 2+ years of experience in customer support or sysadmin role
• Strong written communication skills and analytical skills with 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, MTRs/traceroute, nc or other network diagnostic tools
• Understanding of networking, including, BGP, internet routing, and the difference between transit and peering
• Understanding of HTTP/s Request/Response Cycle TCP, TLS, DNS, Apache, NGINX

Desirable

• Fastly is seeking Customer Support Engineers to diagnose and debug customer issues with technical curiosity
• Candidates should excel in communication, confidently guiding customers through complex problems
• A passion for customer advocacy is essential, as CSEs will collaborate with product, engineering, and sales teams
• The role involves handling a diverse range of technical support and networking tickets, while ensuring high standards of service
• Ideal candidates will have a strong written voice and a comprehensive understanding of Fastly’s products
• Manage and debug customer CDN configurations over email and chat
• Communicate customer needs and requirements with the engineering, product and sales teams
• Contribute to our customer-facing and internal-facing documentation, when necessary
• Contribute to the processes and policies that scale our support organization as we grow
• Real-time live event monitoring: overseeing customer traffic and collaborating with Engineering to resolve issues on a high-speed global network
• Customer-focused problem-solving: proactively identifying and addressing issues, enhancing reliability and speed
• This position will require you to work a Tuesday - Saturday Shift
• 09:00-18:00 or 08:00-17:00
• This position will require an estimated 12-24 hours per month on-call