Customer Support Engineer

About the Customer Support Engineering Team

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. The role requires a strong understanding of internet protocols and the ability to explain clearly how traffic behaves at the network edge. 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.

What You'll Do

• 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.
• 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.
• Urgent and widespread issues: Recognize when an issue is urgent or affects multiple customers, and engage our after-hours incident response process quickly.
• Partnering with account teams: Bring in Customer Success Management or Advanced Professional Services when appropriate.
• Customer advocacy and continuous learning: Educate customers on edge architecture and troubleshooting methods; contribute to documentation.
• Live event monitoring and on-call: Monitor metrics during large network events and proactively report degradation. Includes an occasional on-call rotation managed through PagerDuty (covering weekends, select after-hours, and corporate holidays).

What We're Looking For

• 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, including explaining webpage delivery speed.
• Scripting and programming foundation: Working ability in at least one language (e.g., VCL, Python, JavaScript, Go, Ruby, or Rust) and eagerness to learn VCL and Compute.
• UI and API literacy: Comfort navigating modern SaaS control panels and RESTful APIs, including command line.
• Customer communication: Strong written communication and analytical skills across email, chat, ticketing, or phone.
• Triage proficiency: Working knowledge of network telemetry and diagnostic tools (such as curl and traceroute/MTR).
• Networking fundamentals: Understanding of BGP, internet routing, and transit vs. peering.

Preferred Qualifications

• BA/BS degree or equivalent experience, major in engineering, computer science, or MIS a plus
• Experience with Varnish, Varnish Configuration Language (VCL)
• Experience in the CDN or cloud computing industries
• Experience in review/diagnosing log tools (Datadog, New Relic, etc.)
• Basic knowledge of Cloud Platforms (GCP, Azure, AWS)

Work Hours & Location

• Availability during core US-East business hours (Sunday – Thursday) as aligned with your manager.
• Occasional nights and weekends as necessary for on-call coverage.
• Hybrid and remote options available, with a strong preference for Hybrid near a local office (preferred location: New York, NY).

Interview Policy

• The use of AI technologies (real-time transcription tools, automated scripts, AI copilots, external assistants) is strictly prohibited during the interview process unless explicitly authorized in advance.