Customer Support Engineer

Fastly•Denver, NY

12h•Hybrid

About The Position

The Fastly Edge Cloud Platform powers the best of the internet, and our Customer Support Engineering (CSE) — a key function within our broader Customer Experience organization — ensures customer experiences are a success through a transparent and timely support management system. 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 future career development within Fastly. Fastly is seeking a technical expert for customers using our delivery and compute platforms. This role requires a strong understanding of internet protocols and the ability to advise on code updates that modify traffic at the network edge. You will not handle general IT or security (WAF/DDoS) tickets; instead, you will be the definitive expert on VCL logic, serverless compute, and the Fastly Control Panel.

Requirements

2-4 years in a technical support, sysadmin, or network-focused role.
Demonstrated understanding of HTTP/s, TCP/IP, TLS, and DNS (must explain delivering a webpage in under 200 milliseconds).
Recent coding bootcamp graduates with a focus in VCL, Python, Ruby/Go, JavaScript, Rust, etc. with a demonstrated entry to moderate level of efficiency.
Proficiency navigating modern SaaS control panels and RESTful APIs via CLI.
Strong written communication skills and analytical skills with experience supporting customers via email, chat, ticketing system or phone.
Demonstrated understanding of network related telemetry and diagnostic tools.
Demonstrated understanding of networking, including, 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

Review our customer configurations and debug VCL logic and Compute (Wasm) applications, optimizing cache hit ratios, and manipulating HTTP headers.
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.
Move beyond just fixing tickets by educating customers on edge architecture and troubleshooting methodologies. Actively seek out new mitigation strategies and triage tips, sharing your learnings and contributing to our established documentation.
Resolve technical inquiries across email, chat (powered by Slack), and portal engagements, including live triage sessions over video or telephone conferences, with a target first response time (FRT) Service Level Agreement (SLA).
Recognize when to ask for help. You will learn to properly escalate support cases to higher-tier teams to advocate for a timely resolution for our customers.
Monitor metrics during large network events and proactively report degradation to our customers. This role includes an on-call rotation managed by PagerDuty, covering weekends, select after-hours, and corporate holidays (which includes additional holiday pay).