Fastly
Fastly’s edge cloud platform enables the best of the web to thrive, and helps you deliver better online experiences.
Customer Support Engineer
Support EngineerSupport EngineerFull TimeRemoteTeam 501-1,000Since 2011H1B SponsorCompany SiteLinkedIn
Location
California
Posted
17 hours ago
Salary
$77.1K - $108.8K / year
Bachelor Degree2 yrs expEnglishDNSJava ScriptPythonRubyRustTcp/ipGo
Job Description
• Review customer configurations and debug VCL logic and Compute (Wasm) applications.
• Guide customers through the Fastly Control Panel, RBAC configurations, and custom observability dashboards.
• Resolve technical inquiries across email, chat, and Slack with a target first response time (FRT) of less than 30 minutes.
• Educate customers on edge architecture and troubleshooting methodologies.
• Resolve technical inquiries across email, chat, and portal engagements.
• Recognize when to ask for help and properly escalate support cases.
• Monitor metrics during large network events and proactively report degradation.
Job Requirements
- 2-4 years in a technical support, sysadmin, or network-focused role.
- Demonstrated understanding of HTTP/s, TCP/IP, TLS, and DNS.
- Recent coding bootcamp graduates with a focus in VCL, Python, Ruby/Go, JavaScript, Rust.
- Proficiency navigating modern SaaS control panels and RESTful APIs via CLI.
- Strong written communication skills and analytical skills.
- Demonstrated understanding of network related telemetry and diagnostic tools.
- Demonstrated understanding of networking, including BGP, internet routing, and the difference between transit and peering.
Benefits
- medical, dental, and vision insurance
- Family planning
- mental health support along with Employee Assistance Program
- Insurance (Life, Disability, and Accident)
- a Flexible Vacation policy
- up to 18 days of accrued paid sick leave
- 401(k) (including company match)
- Employee Stock Purchase Program
- 12 paid local holidays
- 12 paid company wellness days
