Customer Solutions Engineer, Fastly
$129.5-179.8k
More information about location
Edge cloud platform
Be an early applicant
Edge cloud platform
1001+ employees
Be an early applicant
$129.5-179.8k
More information about location
1001+ employees
Company mission
To build a better internet — a safe place where good can thrive.
Role
Who you are
- This role requires the technical expertise and the focus of client driven communications to act as the primary contact for some of our largest and most critical clients
- A Customer Solutions Engineer (Senior Cloud Engineer) will have broad technical expertise including cloud, system, and Fastly architecture, along with scripting/software development capabilities and an advanced understanding of networking protocols (HTTP, TCP)
- At least 8+ years of related experience in Pre-Sales or Post-Sales in Sales Engineering, Technical Support, Technical Account Management, or Professional Services type roles, ideally with a background in CDNs, Cloud, and/or internet infrastructure products
- Success as a relationship builder and collaborator with amazing verbal and written communication skills
- Strong technical background and customer orientation
- Empathy and understanding of the customer
- HTTP, TCP, TLS, DNS, and other common protocols
- Scripting languages and web platforms, especially Varnish and VCL.nix operating systems
- Underlying internet technologies
- Clear understanding of network & system management solutions
- Superior organizational and project management skills
- This position will require you to be available during core business hours
- While most duties will be performed during normal business hours, there is an occasional requirement for a flexible schedule as necessary based on customer needs
What the job involves
- Fastly is looking for a passionate and exceptional Customer Solutions Engineer to be the primary technical contact and trusted advisor for Fastly customers, building long term customer relationships with a foundation of proactive and thorough assistance
- Internally within Fastly, we title this role as a Senior Cloud Engineer
- Additional responsibilities will include working with the account management team to develop customer specific strategy, building and maintaining technical relationships across multiple key stakeholders within an account, and handling of customer escalations
- Collaborating with many teams across Fastly, this role requires leveraging technical expertise, close relationships, and communication skills to help drive customer initiatives and growth, coordinate support assistance and escalations, and effectively become an extension of the customer’s teams
- The Sr. CE will be responsible for the technical mentorship and advisement on deals within their vertical
- As the resident Fastly architect for your customer, you are an extension of the customer’s technical team, and represent and champion the customers needs within Fastly
- Develop technical relationships with multiple customer contacts to build a deep understanding of their team, infrastructure, plans, and problems they are encountering
- Demonstrate an ability to present technical concepts in a streamlined manner Display a level of comfort in working with technical devops contacts as well as various levels in the customer org
- Post sales implementation of Fastly products, such as logging endpoints, image optimization and VCL coding while documenting key aspects of the customer’s configuration for troubleshooting and engagement
- Identify key challenges across an account (or internal org), sometimes before they are verbalized, and develop alternatives and solutions that balance impact and effort
- Partner internally to provide a comprehensive ticket escalation and support
- Help investigate and recommend ways to improve customer implementation and utilization of Fastly’s product portfolio, partnering with Sales and Account Management
- Be your customer's champion and advocate within Fastly, responsible for tracking and reporting on the health of your customer accounts
- Develops mutually beneficial solutions to customer tasks, balancing customer impact and Fastly cost/effort
- Take initiative in adopting organizational changes and sharing progress/impact with the team
- Add thought leadership to the team, while engaging others to contribute
- Provide constructive feedback and coaching
- Mentor new Cloud Engineers to strengthen their technical expertise as it relates to your area of specialty
- Be an effective communicator
- Internally represent your accounts with all levels of management including risks, new opportunities, and technical requirements
- Work hands-on with CS and Sales Leaders along with internal teams and customers on any support requests or problems for assigned customers, driving escalation as necessary depending on severity
- Assist in developing strategy for and participation in regularly scheduled customer meetings on-site and by video/phone as necessary
Application process
- Anticipated Posting Close Date: 1/25/25
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
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 values
- We have a curious spirit
- We focus on our customer
- We are trustworthy
- We act with passion
- We operate with integrity
- We are competitive
- We embrace transparency
- We are good people
Company HQ
China Basin, San Francisco, CA
Articles
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
People progressing
Joined as Sales Engineer (Media and Entertainment). Was promoted to Senior Sales Engineer (EMEA) after 2 years, then promoted again to Senior Principal Sales Engineer.
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