Customer Support Engineer

Customer Support Engineer Fastly’s edge cloud platform powers high‑performance digital experiences. The Customer Support Engineering (CSE) team ensures those experiences stay reliable and secure. This entry‑level, Tier I role focuses on helping customers troubleshoot and optimize their use of Fastly’s delivery and compute platforms. What You’ll Do Programmable edge troubleshooting: review customer configurations and debug VCL logic and Compute (Wasm) applications to improve cache hit ratios and manipulate headers. UI mastery: guide customers through the Fastly Control Panel, RBAC configurations, and custom observability dashboards. High‑velocity support: resolve technical inquiries via email, chat, and Slack, targeting a first‑response time of under 30 minutes. Customer advocacy: educate customers on edge architecture and troubleshooting methodologies, and contribute to documentation. Escalations: determine when to involve higher‑tier teams to achieve timely resolutions. Live event monitoring and on‑call coverage: monitor metrics during major network events, report degradation proactively, and participate in a PagerDuty on‑call rotation covering weekends, selective after‑hours, and holidays. What We’re Looking For 2‑4 years of technical support, sysadmin, or network‑focused experience. Strong understanding of TCP/IP, TLS, and DNS; be able to explain delivering a web page in under 200 ms. UI and API literacy: navigate modern SaaS control panels and RESTful APIs via CLI. Customer‑facing business acumen with excellent written communication and analytical skills. Triage proficiency: demonstrate knowledge of network telemetry and diagnostic tools. Networking exposure: BGP, internet routing, transit vs. peering. Additional Experience We’ll Appreciate BA/BS degree or equivalent engineering, computer‑science, or MIS background. Experience with Varnish or Varnish Configuration Language. CDN or cloud‑computing industry background. Experience with log‑review/diagnosis tools such as DataDog or New Relic. Basic knowledge of cloud platforms (GCP, Azure, AWS). Work Hours Tuesday‑Saturday Shift (EST) Approximately 12‑24 hours per month on‑call. Work Location & Travel Requirements This role is open to the following preferred office locations: New York, NY, US. The hybrid model allows employees to split time between the office and home. Salary & Benefits Estimated salary range: $77,060 to $108,780. Starting salary may vary based on experience, skills, and location. The role may participate in Fastly’s equity and discretionary bonus programs. Benefits include medical, dental, and vision insurance; family planning, mental health support, Employee Assistance Program, life, disability, and accident insurance; flexible vacation; accrued paid sick leave; 401(k) with company match; Employee Stock Purchase Program; 12 paid local holidays and 12 paid wellness days (2026). Equal Opportunity Employment Fastly is committed to ensuring equal employment opportunity and protecting employees from discrimination and harassment. All qualified applicants will receive consideration without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, family or parental status, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, or ordinances. Fastly will provide reasonable accommodations for applicants and employees with disabilities in accordance with the Americans with Disabilities Act (ADA) and applicable laws. Contact the Recruiter or the Employee Relations team for assistance. Fastly collects and processes personal data submitted by job applicants in accordance with its Privacy Policy. SF / LA Fair Chance Ordinance Statement Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring Ordinance, Fastly will consider qualified applicants with arrest and conviction records. #J-18808-Ljbffr Somi AI