Manager, CSOC

Fastly•San Jose, CA

1d•Hybrid

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 include many of the world’s most prominent companies, including GitHub, Yelp, Paramount, and JetBlue. We're building a more trustworthy Internet. Come join us. US CSOC Manager Fastly is looking for a talented and motivated leader for our Customer Security Operations Center (CSOC). This globally distributed 24 x 7 team is responsible for operational support for our Fastly security products and services as well as helping with platform security. As Manager of the U.S. based team, you will be tasked with fostering an environment of personal and professional growth for the team, identifying and planning for staffing needs, and developing processes that will enable scalable, efficient, and consistently positive customer experiences. You will leverage and improve team operations to enable growth. Responsibilities include building working relationships with cross functional teams to accomplish business goals. To foster career development, providing feedback and coaching is a key part of the role.

Requirements

Bachelor’s Degree (B.A.) from four-year college or university in Information Technology, Information Security/Assurance, Engineering or similar area of study; at least 5 years related experience and/or training; or equivalent combination of education and experience preferred.
Demonstrated track record of leading operations focused security teams (NOC/SOC/Customer Support) 2-5 years experience
Minimum 2 years experience working in a security focused role
Demonstrated technical knowledge of current application security, protocols, standards, and best practices
Demonstrated technical knowledge of current Layer 3 & Layer 4 security, protocols, standards, and best practices
Ability to clearly convey expectations and responsibilities to team members, providing clarity of purpose and inspiration to your team
Proven ability to make decisions and perform complex problem-solving activities under pressure.
Previous management and project leadership experience required.
Demonstrated experience and success in handling client relationships either on a primary or secondary basis
Project management experience for both technical development tasks as well as process improvements
Success as a relationship builder and collaborator with strong communication and analytical skills
Driven and passionate about leading, mentoring and developing teams
Ability to embrace change while maintaining focus on results and customer experience

Nice To Haves

Capable of not only leading, but developing a remote team across multiple time zones.
Exceptionally curious, continuously motivated by the need to understand why a technical or non-technical problem exists, coupled with the persistence to eliminate it.
Highly organized and proactive, taking initiative and ownership independently, possessing ability to lead up, down, and across.
Compassionate, kind, and encouraging of your direct team, and internal partners across the business, acting as a natural and trusted leader.
A growth attitude, continually improving your knowledge, skills, and abilities, keeping current with industry trends, protocol standards, etc.
Strong sense of ownership and accountability.
Highly collaborative. Breaking down walls and barriers is a strong-suit of yours.
You love documentation, recognizing how information gets shared and distributed for a team that spans the globe.

Responsibilities

Provide leadership and effectively communicate with all levels of management in areas related to Customer Security Operations, including onboarding, training, escalations, process development, metrics and reporting, and career development.
Mentoring and growing team members
As manager for a follow-the-sun operational team, be a supportive manager that can ensure the team is operating in a healthy & sustainable manner for team members.
Developing robust quality control measures as the team scales.
Oversee training, process development, and the creation of tooling required to enable the team to be successful in all Customer Security functions.
Conducting regular performance reviews with CSOC staff
Interfacing with Customer Support and Engineering teams to optimize processes and reduce toil
Developing and expanding team KPIs to assess the performance, workload, and utilization of the CSOC to stay ahead of staffing demands.
Collecting customer and employee feedback about our security products and services to reduce friction for customers, reduce toil for support staff, and foster innovation and advancement of Fastly technologies
Work closely with product and marketing teams to design, implement, and deliver strong Managed Security Service offerings that delight our customers
Driving development of tooling and automation so we can leverage technology instead of headcount to deliver an exceptional, efficient, security support experience in both proactive and reactive capacities
Provide tactical and escalation management

Benefits

We offer a comprehensive benefits package including medical, dental, and vision insurance.
Family planning, mental health support along with Employee Assistance Program, Insurance (Life, Disability, and Accident), a Flexible Vacation policy and up to 18 days of accrued paid sick leave are there to help support our employees.
We also offer 401(k) (including company match) and an Employee Stock Purchase Program.
For 2026, we offer 12 paid local holidays, 12 paid company wellness days.

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