Global IT Support Supervisor, Fastly
$95.2-114.2k
More information about location
Edge cloud platform
Open for applications
Edge cloud platform
1001+ employees
Open for applications
$95.2-114.2k
More information about location
1001+ employees
Company mission
To build a better internet — a safe place where good can thrive.
Role
Who you are
- You are a hands-on people-first leader who thrives on building high-performance cultures, mentoring technical talent, and ensuring that our support operations are efficient, scalable, and empathetic
- 5-8+ years of on-hands experience in fast paced global IT Support & Service Desk environments
- 6+ years of direct people management experience, with proven track record of developing high-performing IT support teams
- Demonstrated experience leading distributed and global support teams
- Proficiency in supporting hybrid end user platforms: Mac, Windows, Linux, productivity tools such as Google Workspace and Microsoft 365, identity tools such as Okta
- Strong focus around coaching, mentorship, and team development skills
- Proven ability to manage competing priorities and high-pressure escalations in a fast-paced, scaling environment
Desirable
- Demonstrated experience in systems engineering and automation
- Experience supporting AV Conference Rooms such as Zoom Rooms globally
What the job involves
- The Global IT Support Supervisor is the driving force behind our world-class technical support team. This role is dedicated to empowering a geographically distributed team to deliver seamless, high-touch technical assistance to our global workforce
- Your success is defined by the growth of your team members and the satisfaction of the employees we serve
- In collaboration with the IT Operations Lead, oversee daily activities to ensure the swift resolution of incidents and service requests
- Monitor ticket queues and workload distribution across regions to ensure no single point of failure and a balanced team load
- Act as the primary operational escalation point for service delays, VIP satisfaction, and cross-functional communication
- Ensure high standards of service delivery are maintained across all offices, shifts, and remote teams
- Monitor and report on key metrics including ticket volume, resolution speed, SLA compliance, and user feedback
- Conduct regular 1:1s, performance reviews, and career development sessions to ensure continuous growth for every team member
- Work Hours: This position will require you to be available during core business hours. It may also require occasional nights and weekends as necessary to support any on-call coverage
Application process
- Anticipated Posting Close Date*: 7/27/26
- *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 companies to deliver fast, secure, and scalable online experiences. Its edge cloud platform moves data and applications closer to end-users and improves the user experience, putting the power back in developers’ hands. Ultimately, it enables clients to focus on growing their businesses rather than improving their customer experience.
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 its naming as a 2022 Gartner® Peer Insights™ Customers’ Choice for Global CDN, as well as a Leader in The Forrester Wave™: Edge Development Platforms 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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