Distill high-velocity monitoring data into actionable events for strategic and high-touch enterprise accounts using the Fastly Observability platform to identify and resolve performance trends
Lead Live Event Monitoring (LEM) initiatives for high-profile traffic events, ensuring a high-quality and seamless digital experience
Manage administrative updates and coordination via fastlystatus.com to provide transparent, impact-focused communication between engineering and revenue teams
Advocate for strategic customers during maintenance planning to ensure early notifications and identify necessary configuration updates before implementation
Partner with incident commanders and escalation management during acute platform disruptions to advocate for strategic accounts and ensure mitigations are targeted for their specific performance needs
Drive continuous improvement by developing and maintaining shared customer runbooks with customized, proactive thresholds for our Performance, Focus Center, and strategic enterprise partners
Lead the transition from incident response to problem management by identifying leading contributing factors and coordinating with engineering teams for network delivery and compute services
Work with Advanced Professional Services to identify platform gaps that may appear as security vulnerabilities or false-positive attack patterns
Manage customer CDN configurations via digital channels while advocating for the unique needs of our performance-critical accounts
Help scale our proactive support capabilities by developing global monitoring policies rooted in high-quality industry standards

Requirements

5+ years of experience in network and systems engineering, specifically within a NOC or high-scale support environment
Deep foundational knowledge of networking protocols and the ability to debug connections using cURL, traceroute, and MTR
Hands-on experience with Linux environments and the ability to navigate complex distributed system infrastructures
Proven track record of maintaining composure and empathy during high-pressure live event monitoring situations
Exceptional communication skills with the ability to tailor technical depth for both engineering and executive audiences
Strong multitasking abilities to manage proactive alerts alongside standard configuration requests in a dynamic environment
Practical experience applying ITIL or ISO 20000:1 service management standards to drive operational quality and continuous improvement
Bachelor’s degree in Computer Science, a similar IT discipline, or equivalent technical experience
Familiarity with programming or scripting languages (e.g., Python, Go) for automation and data analysis
Prior experience working specifically within the CDN or edge cloud industry
Business speaking and writing proficiency in a second language

Benefits

medical, dental, and vision insurance
Family planning
mental health support along with 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
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

network engineeringsystems engineeringnetwork protocolscURLtracerouteMTRLinuxprogramming languagesPythonGo

Soft Skills

empathycommunication skillsmultitaskingcomposureproblem managementadvocacycontinuous improvementcoordinationleadershipcustomer focus