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About the role
- 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
Requirements
- Strong interest in infosec and application security
- 2 years experience in a SOC role or recent qualifications with a technical background
- A foundational understanding of common web application vulnerabilities (e.g., OWASP Top 10)
- Working knowledge of core internet technologies like DNS, HTTP, and TLS
- Some experience with command line Linux server environments (Windows Server a plus)
- An understanding of the OSI model
- 3+ years of experience in a technical support, DevOps, or Solutions Engineering role, ideally focused on application security, web infrastructure, or cloud environments
- Familiarity with configuring, deploying, or managing applications in cloud environments (e.g., AWS, Azure, GCP) or using CI/CD pipelines is a plus
- Practical troubleshooting experience with WAF products, network proxies, or application delivery controllers
- Scripting ability in popular coding/scripting languages
- Desire to contribute to the processes and policies that scale our organization as we grow
- Self-motivated and able to work independently, but also thrives in a supportive team environment
- Fluency in English (both spoken and written) required, and you know how to adapt content for different audiences
- Communicate with clients to resolve concerns and escalations; monitor and manage service-impacting issues through resolution to ensure client satisfaction
- Focused on delivering exceptional customer experiences.
Benefits
- We care about you.
- Fastly works hard to create a positive environment for our employees.
- We support our teams with great benefits that start on the first day of your employment with Fastly.
- Curious about our offerings?
- We offer a comprehensive benefits package designed to meet your needs. Our offerings may vary depending on the country where you work and are subject to change.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
WAFapplication securityweb application vulnerabilitiesDNSHTTPTLSLinuxcloud environmentsscriptingtroubleshooting
Soft Skills
customer supportcommunicationproblem-solvingself-motivatedteamworkadaptabilitycustomer experience focusdocumentationprocess developmentescalation management