Fastly

Customer Support Engineer

Fastly

full-time

Posted on:

Location Type: Remote

Location: California • United States

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Salary

💰 $77,060 - $108,780 per year

Tech Stack

DNSGoJavaScriptPythonRubyRustTCP/IP

About the role

  • Review customer configurations and debug VCL logic and Compute (Wasm) applications.
  • 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.
  • Educate customers on edge architecture and troubleshooting methodologies.
  • Resolve technical inquiries across email, chat, and portal engagements.
  • Recognize when to ask for help and properly escalate support cases.
  • Monitor metrics during large network events and proactively report degradation.

Requirements

  • 2-4 years in a technical support, sysadmin, or network-focused role.
  • Demonstrated understanding of HTTP/s, TCP/IP, TLS, and DNS.
  • Recent coding bootcamp graduates with a focus in VCL, Python, Ruby/Go, JavaScript, Rust.
  • Proficiency navigating modern SaaS control panels and RESTful APIs via CLI.
  • Strong written communication skills and analytical skills.
  • Demonstrated understanding of network related telemetry and diagnostic tools.
  • Demonstrated understanding of networking, including BGP, internet routing, and the difference between transit and peering.
Benefits
  • medical, dental, and vision insurance
  • Family planning
  • mental health support along with Employee Assistance Program
  • Insurance (Life, Disability, and Accident)
  • a Flexible Vacation policy
  • up to 18 days of accrued paid sick leave
  • 401(k) (including company match)
  • Employee Stock Purchase Program
  • 12 paid local holidays
  • 12 paid company wellness days
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
VCLPythonRubyGoJavaScriptRustHTTPTCP/IPTLSDNS
Soft Skills
written communicationanalytical skillstroubleshootingcustomer educationescalationproblem-solving