Manager Cloud Engineering
About The Position
Fastly helps people stay better connected with the things they love. Fastly’s edge cloud platform enables customers to create great digital experiences quickly, securely, and reliably by processing, serving, and securing our customers’ applications as close to their end-users as possible — at the edge of the internet. The platform is designed to take advantage of the modern internet, to be programmable, and to support agile software development. Fastly’s customers’ use our edge cloud platform to ensure concertgoers can buy tickets to the live events they love, travellers can book flights seamlessly and embark on their next great adventure, and sports fans can stream events in real-time, across devices. They include many of the world’s most prominent companies, including Spotify, Alaska Airlines, Hulu, The New York Times, and Ticketmaster. We’re building a more trustworthy Internet. Come join us. Fastly is looking for an exceptional customer-centric leader to manage a team of Cloud Engineers. Fastly’s Cloud Engineers are the named technical contact for our largest and most complex customers, providing technical strategy and Fastly insight for mutual alignment. As Manager, Cloud Engineering, this role is responsible for providing effective leadership across the team to ensure customer growth and retention through ongoing engagement and high value deliverables on designated accounts. Key activities include driving internal alignment to ensure a high quality customer experience, measuring technical and performance results, assisting with customer meetings and escalations, providing feedback and coaching to develop the team, and creating operational plans to scale team impact.
Requirements
- 8 + years Pre-Sales or Post-Sales experience in Sales Engineering, Web Development, Customer facing DevOps Engineer, Technical Account Management, Solutions Architect
- 2+ years of relevant experience leading people associated with technical management of client relationships
- Demonstrated experience and success in handling client relationships either on a primary or secondary basis
- Exceptional communication skills, detail-oriented, and self-motivated leader with strong analytical skills.
- Broad technical expertise including cloud and internet architecture, as well as scripting/software development experience
- Ability to embrace change while maintaining focus on results and customer experience
- Capable and willing to travel for customer meetings as necessary
Responsibilities
- Lead a team of highly-technical customer engineers ensuring overall customer success
- Develop strategic direction and execute on key objectives for Customer Solutions Engineering
- Build and maintain relationships with key stakeholders in Client Services, Sales, Product and Engineering.
- Champion customer asks internally, including escalations, risks, new opportunities, and technical requirements for maintaining and growing customer relationships.
- Maintain and create new team workflows, SLAs, and processes to efficiently handle customer needs.
Benefits
- medical, dental, and vision insurance
- Family planning
- mental health support
- Employee Assistance Program
- Insurance (Life, Disability, and Accident)
- Flexible Vacation policy
- up to 18 days of accrued paid sick leave
- 401(k) (including company match)
- Employee Stock Purchase Program
- 11 paid local holidays
- 12 paid company wellness days
- up to 20 weeks of paid parental leave
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
