Customer Support Engineer

• The Fastly Edge Cloud Platform powers the best of the internet. Our Customer Support Engineering (CSE) team, a key function within our broader Customer Experience organization, helps customers succeed through clear, timely, and transparent technical support
• This opening is for a Customer Support Engineer, Tier I, an entry-level position within our three-tiered team (Tier I, Tier II, and Tier III) that offers multiple opportunities for career development within Fastly
• You will work closely with Tier II and III engineers, Engineering, and our customer-facing partner teams, and you will learn our issue management process end to end
• We are seeking a technical problem solver for customers using our delivery and Compute platforms
• You will focus on delivery configuration (VCL), caching, HTTP behavior, and the Fastly Control Panel, with growing exposure to serverless Compute
• Security product cases (such as WAF and DDoS) and general IT requests are handled by other teams
• Written-first customer support: Resolve technical inquiries primarily through email and ticket, and also through chat (Slack) and portal engagements. Join live triage sessions by video or phone when a situation calls for it. You will work to define first-response targets, so clear and accurate written communication is essential
• Edge troubleshooting: Review customer configurations and debug VCL logic, cache behavior (TTLs, hit ratio), HTTP headers, TLS, and DNS. Over time, build skills troubleshooting Compute (Wasm) applications
• Control Panel and account guidance: Guide customers through the Fastly Control Panel, API and CLI, role-based access controls (RBAC), users and permissions, domains, and observability dashboards
• Issue management and triage: Assess impact and urgency on every case, work it through our Tier I, II, and III lifecycle, and escalate to Engineering during business hours with clear evidence: what you verified, what you tried, and what you still don’t know
• Urgent and widespread issues: Recognize when an issue is urgent (for example, customer traffic is down) or affects multiple customers, and engage our after-hours incident response process quickly
• Partnering with account teams: Know when to bring in Customer Success Management or Advanced Professional Services, such as when a customer’s sentiment is changing or a request calls for configuration review or solution design, and hand off with a clear summary
• Customer advocacy and continuous learning: Go beyond closing tickets by educating customers on edge architecture and troubleshooting methods. Share what you learn and contribute to our documentation
• Live event monitoring and on-call: Monitor metrics during large network events and proactively report degradation to customers. This role includes an occasional on-call rotation managed through PagerDuty, covering weekends, select after-hours, and corporate holidays (which includes additional holiday pay)
• This position will require you to be available during core US-East business hours (Sunday – Thursday) as aligned with your direct manager
• It will also require occasional nights and weekends as necessary to support any on-call coverage

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.

• The role requires a strong understanding of internet protocols and the ability to explain clearly how traffic behaves at the network edge
• Protocol proficiency: Demonstrated understanding of HTTP/S, TCP/IP, TLS, and DNS, including the ability to explain how a webpage is delivered quickly
• Triage proficiency: Working knowledge of network telemetry and diagnostic tools (such as curl and traceroute/MTR), and the judgment to know when to ask for help
• Networking fundamentals: Understanding of BGP, internet routing, and the difference between transit and peering
• Customer communication: Strong written communication and analytical skills, with experience supporting customers by email, chat, ticketing system, or phone
• UI and API literacy: Comfort navigating modern SaaS control panels and RESTful APIs, including from the command line
• Scripting and programming foundation: Working ability in at least one language (for example VCL, Python, JavaScript, Go, Ruby, or Rust) and eagerness to learn VCL and Compute
• Experience: 2-4 years in a technical support, sysadmin, or network-focused role
• BA/BS degree or equivalent experience, major in engineering, computer science, or MIS a plus
• Experience in the CDN or cloud computing industries
• Experience with Varnish, Varnish Configuration Language
• Experience in review/diagnosing log tools (DataDog, New Relic, etc)
• Basic knowledge of Cloud Platforms (GCP, Azure, AWS)

• Anticipated Posting Close Date: 12/31/2026