Senior Technical Solutions Engineer, Streaming Media

About the Role

Fastly is looking for an exceptional Senior Customer Solutions Engineer (titled internally as Senior Cloud Engineer) to be the primary technical contact and trusted advisor for Fastly customers. In this role, you will build long-term customer relationships with a foundation of proactive, thorough assistance, acting as the primary contact for some of our largest and most critical clients in the streaming media space.

You will bring broad technical expertise across cloud, systems, and Fastly architecture, along with scripting capabilities and an advanced understanding of networking protocols (HTTP, TCP).

What You'll Do

• Serve as the resident Fastly architect and an extension of your customer’s technical team, championing their needs within Fastly.
• Develop technical relationships across multiple customer stakeholders to build a deep understanding of their infrastructure, roadmaps, and technical challenges.
• Lead post-sales implementation of Fastly products, such as logging endpoints, image optimization, and VCL coding, while documenting configurations for troubleshooting.
• Proactively identify challenges across accounts and develop alternatives and solutions balancing customer impact and effort.
• Partner with Sales and Account Management to recommend ways to improve implementation and utilization of Fastly’s product portfolio.
• Track and report on account health, acting as customer champion within Fastly.
• Provide constructive feedback, coaching, and mentorship to new Cloud Engineers.
• Manage ticket escalations and support requests, driving resolution according to severity.
• Participate in and help develop strategy for regularly scheduled customer meetings.

What We're Looking For

• 8+ years of related experience in Pre-Sales or Post-Sales roles (Sales Engineering, Technical Support, Technical Account Management, or Professional Services), ideally with CDNs, Cloud, and/or internet infrastructure products.
• Strong technical expertise with HTTP, TCP, TLS, DNS, and other common protocols.
• Experience with scripting languages, web platforms, and caching technologies (especially Varnish and VCL).
• Hands-on experience with \*nix operating systems and underlying internet technologies.
• Understanding of network & system management solutions.
• Working knowledge of HTTP Live Streaming (HLS & DASH) workflows.
• Demonstrable organizational and project management capabilities.
• Excellent verbal and written communication skills with strong customer empathy and relationship-building abilities.

Work Location & Travel

• Remote position open to candidates residing in Pacific, Mountain, or Central time zones.
• Core business hours availability required, with occasional flexible scheduling based on customer needs.
• Willingness and ability to travel for customer meetings as necessary.

Interview Policy

To ensure a fair and equitable interview process, the use of AI technologies—including real-time transcription tools, automated scripts, AI copilots, or external assistants—is strictly prohibited during interviews unless explicitly authorized in advance.