Customer Support Engineer, Fastly

• 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 in English
• Demonstrated understanding of one or more programming languages (Python/ Go/ Javascript)
• Demonstrated understanding of *nix environment
• Ability to debug connections using cURL, traceroute, nc or other network diagnostic tools
• Fluent French language skills

Desirable

• 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
• Fastly’s goal of creating the best set of tools for people who scale the internet is rooted in great support
• It's a core value, and something that shapes our culture
• Fastly is looking for passionate support engineers to continue our high standard of support, as well as scale and improve our support systems as we grow
• 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
• 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