Fastly

Customer Support

• Serve as the primary point of contact for customer billing inquiries
• Maintain customer information in the billing and finance systems
• Investigate and resolve billing cases accurately within defined SLAs
• Clearly explain billing concepts, charges, and outcomes to customers
• Partner with Finance, Sales, Deal Desk, and Client Services to resolve discrepancies
• Coordinate with internal stakeholders to validate contract terms, pricing, and billing logic
• Act as a customer advocate when billing issues surface broader process or system gaps
• Document case details and resolutions consistently within support systems
• Identify recurring billing issues and contribute to process improvements

Billing Support Specialist

Security Engineer

• Serve as the primary security point of contact and trusted advisor for a portfolio of strategic enterprise customers.
• Build deep relationships with customer security, engineering, and leadership teams.
• Provide tailored security recommendations aligned to each customer’s infrastructure.
• Act as the voice of the customer internally, advocating for customer needs.
• Collaborate cross-functionally to drive resolution of complex security issues.
• Identify opportunities to improve customer experience and team efficiency.
• Design and deliver security workshops, technical deep dives, and enablement sessions.
• Contribute to internal initiatives such as professional services engagements.
• Coach and mentor junior team members.

Senior Security Technical Account Manager

Security Operations

• You will be responsible for providing product support for Fastly's security products, including our Next-Gen WAF, to customers across the globe.
• This includes assisting with product installation, configuration, troubleshooting, and triage of security incidents.
• You will help customers establish and secure their web applications, debug WAF deployment configurations, and resolve technical issues to ensure they derive maximum benefit from Fastly's security offerings.
• Manage incoming customer inquiries
• Deliver exceptional support for customer security concerns
• Ensure high-quality customer interactions
• Conduct thorough troubleshooting and triage of customer-reported issues related to WAF and other security product functionalities
• Document common issues, solutions, and best practices to contribute to internal knowledge bases and runbooks
• Address inquiries and alerts in accordance with established Service Level Agreements (SLAs)
• Contribute to the development of scalable organizational processes and policies
• Escalate complex issues to senior team members as required

CSOC Analyst

Solutions Engineer

• As the resident Fastly architect for your customer, you are an extension of the customer’s technical team, and represent and champion the customers needs within Fastly
• Develop technical relationships with customers to build a deep understanding of their team, infrastructure, plans, and problems they are encountering
• Post sales implementation of Fastly products, such as logging endpoints, image optimization and VCL coding while documenting key aspects of the customer’s configuration for troubleshooting and engagement
• Investigate and recommend improvements to customers implementation and utilization of Fastly’s technology stack
• Look for opportunities to introduce new Fastly products that compliment the customer’s needs
• Partner internally to create customer strategies and assist in support requests or problems for assigned customers
• Participate in regularly scheduled customer meetings on-site and by video/phone as necessary, including cadence calls and Quarterly Business Review meetings
• Responsible for tracking and reporting on the health of your customer accounts, providing regular updates to Client Services leadership

Billing Support Specialist

Senior Security Technical Account Manager

CSOC Analyst

Customer Solutions Engineer