Customer Support Engineer

🕒 Maio 4

⛰️ Colorado, New York – Remoto

⛰️ Colorado – Remote 🗽 New York – Remote

💵 $77.060 - $108.780 / ano

⏰ Tempo Integral

🟢 Júnior

🟡 Pleno

📞 Engenheiro de Suporte

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Fastly

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

Fundada em 2011

🔒 Cibersegurança

☁️ SaaS

📡 Telecomunicações

💰 $40.000.000 Series F em 2018-07

Cybersecurity • SaaS • Telecommunications

A Fastly é uma empresa de tecnologia de ponta especializada em melhorar o desempenho da web e de aplicativos com recursos de segurança mais inteligentes. Sua plataforma oferece soluções para entrega de conteúdo mais rápida, proteção contra DDoS e armazenamento em cache inteligente para cargas de trabalho de IA, atendendo assim as principais marcas da Fortune 100. A Fastly oferece experiências de usuário aprimoradas por meio de sua poderosa plataforma de edge cloud definida por software, que enfatiza a programabilidade e o controle. A empresa também fornece ferramentas abrangentes de cibersegurança e é reconhecida como líder em serviços de entrega na borda. A Fastly apoia indústrias como comércio eletrônico, mídia de streaming, serviços financeiros e publicação digital, oferecendo serviços mais rápidos, seguros e confiáveis para atender às diversas necessidades da indústria. Além disso, a Fastly é conhecida por seu ambiente amigável para desenvolvedores, tornando-a uma escolha adequada para empresas que buscam inovação e flexibilidade em redes de entrega de conteúdo (CDNs).

Descrição

• Programmable edge troubleshooting: Review our customer configurations and debug VCL logic and Compute (Wasm) applications, optimizing cache hit ratios, and manipulating HTTP headers. • UI mastery: Guide customers through the Fastly Control Panel, RBAC configurations, and custom observability dashboards. • High-velocity customer support: Resolve technical inquiries across email, chat, and Slack with a target first response time (FRT) of less than 30 minutes. • Customer advocacy and continuous learning: Move beyond just fixing tickets by educating customers on edge architecture and troubleshooting methodologies. Actively seek out new mitigation strategies and triage tips, sharing your learnings and contributing to our established documentation. • Omnichannel customer support: Resolve technical inquiries across email, chat (powered by Slack), and portal engagements, including live triage sessions over video or telephone conferences, with a target first response time (FRT) Service Level Agreement (SLA). • Collaborative escalation: Recognize when to ask for help. You will learn to properly escalate support cases to higher-tier teams to advocate for a timely resolution for our customers. • Live event monitoring and on-call coverage: Monitor metrics during large network events and proactively report degradation to our customers. This role includes an on-call rotation managed by PagerDuty, covering weekends, select after-hours, and corporate holidays (which includes additional holiday pay).

🎯 Requisitos

• Experience: 2-4 years in a technical support, sysadmin, or network-focused role. • Protocol proficiency: Demonstrated understanding of HTTP/s, TCP/IP, TLS, and DNS (must explain delivering a webpage in under 200 milliseconds). • Program Language Proficiency: Recent coding bootcamp graduates with a focus in VCL, Python, Ruby/Go, JavaScript, Rust, etc. with a demonstrated entry to moderate level of efficiency. • UI and API literacy: Proficiency navigating modern SaaS control panels and RESTful APIs via CLI. • Customer-facing business acumen: Strong written communication skills and analytical skills with experience supporting customers via email, chat, ticketing system or phone. • Triage proficiency: Demonstrated understanding of network related telemetry and diagnostic tools. • Industry exposure: Demonstrated understanding of networking, including, BGP, internet routing, and the difference between transit and peering.

🏖️ Benefícios

• Comprehensive benefits package including medical, dental, and vision insurance. • Family planning, mental health support along with Employee Assistance Program. • Insurance (Life, Disability, and Accident). • Flexible Vacation policy and up to 18 days of accrued paid sick leave. • 401(k) (including company match) and an Employee Stock Purchase Program. • 12 paid local holidays, 12 paid company wellness days.