Customer Support Engineer

🕒 May 4

⛰️ Colorado, New York – Remote

⛰️ Colorado – Remote 🗽 New York – Remote

💵 $77.1k - $108.8k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🦅 H1B Visa Sponsor

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Fastly

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2011

🔒 Cybersecurity

☁️ SaaS

📡 Telecommunications

💰 $40M Series F on 2018-07

Cybersecurity • SaaS • Telecommunications

Fastly is a cutting-edge technology company specializing in enhancing web and application performance with smarter security features. Its platform offers solutions for faster content delivery, DDoS protection, and intelligent caching for AI workloads, thus catering to top Fortune 100 brands. Fastly delivers improved user experiences through its powerful, software-defined edge cloud platform that emphasizes programmability and control. The company also provides comprehensive cybersecurity tools and is recognized as a leader in edge delivery services. Fastly supports industries such as ecommerce, streaming media, financial services, and digital publishing, offering faster, secure, and reliable services to meet diverse industry needs. Additionally, Fastly is noted for its developer-friendly environment, making it a suitable choice for businesses seeking innovation and flexibility in content delivery networks (CDNs).

📋 Description

• 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).

🎯 Requirements

• 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.

🏖️ Benefits

• 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.