Customer Support Engineer

Fastly•Chicago, NY

1d•Hybrid

About The Position

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.

Requirements

2-4 years in a technical support, sysadmin, or network-focused role.
Demonstrated understanding of HTTP/S, TCP/IP, TLS, and DNS, including the ability to explain how a webpage is delivered quickly.
Working ability in at least one language (for example VCL, Python, JavaScript, Go, Ruby, or Rust) and eagerness to learn VCL and Compute.
Comfort navigating modern SaaS control panels and RESTful APIs, including from the command line.
Strong written communication and analytical skills, with experience supporting customers by email, chat, ticketing system, or phone.
Working knowledge of network telemetry and diagnostic tools (such as curl and traceroute/MTR), and the judgment to know when to ask for help.
Understanding of BGP, internet routing, and the difference between transit and peering.

Nice To Haves

BA/BS degree or equivalent experience, major in engineering, computer science, or MIS a plus
Experience with Varnish, Varnish Configuration Language
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)

Responsibilities

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.
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.
Guide customers through the Fastly Control Panel, API and CLI, role-based access controls (RBAC), users and permissions, domains, and observability dashboards.
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: what you verified, what you tried, and what you still don't know.
Recognize when an issue is urgent (for example, customer traffic is down) or affects multiple customers, and engage our after-hours incident response process quickly.
Know when to bring in Customer Success Management or Advanced Professional Services, such as when a customer's sentiment is changing or a request calls for configuration review or solution design, and hand off with a clear summary.
Go beyond closing tickets by educating customers on edge architecture and troubleshooting methods.
Share what you learn and contribute to our documentation.
Monitor metrics during large network events and proactively report degradation to customers.
This role includes an occasional on-call rotation managed through PagerDuty, covering weekends, select after-hours, and corporate holidays (which includes additional holiday pay).