Manager, Customer Support Engineering

Fastly

Manage the Customer Support Engineering team at Fastly, ensuring high-quality support across multiple tiers. Oversee technical escalations and lead high-performing support teams in a remote environment.

Posted 4/20/2026full-timeRemote • Alabama, Illinois, Iowa, Louisiana, Minnesota, Mississippi, Montana, Oklahoma, Texas, Wisconsin • 🇺🇸 United StatesMid-LevelSenior💰 $122,280 - $155,364 per yearWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Lead and motivate a distributed team of T1/T2/T3 engineers including dedicated Mission Control Engineers (MCEs).
Identify workflow bottlenecks, remove roadblocks, and create realistic project timelines.
Oversee the team's handling of complex service issues within the Escalation Matrix.
Communicate effectively to technical and business audiences, building effective relationships with cross-functional managers.
Manage team budgets and monitor staffing needs, driving continuous platform improvement.

Requirements

What you’ll need

5+ years of experience in a people management role having managed 5-10 people in a hybrid work environment.
Proven track record of leading high-performing, senior technical support, Escalation, or systems engineering teams.
In-depth knowledge of Fastly products and services or equivalent expertise in Content Delivery Networks (CDNs), cloud technologies, and web architecture.
Proven experience managing teams to strict Service Level Agreements (SLAs) using Key Performance Indicators (KPIs).
A deep-seated passion for customer success and experience de-escalating tense situations with grace and technical authority.
Proven ability to thrive and lead in a high-pressure, 24/7 issue-driven environment.

Benefits

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

people managementtechnical supportescalation managementsystems engineeringService Level Agreements (SLAs)Key Performance Indicators (KPIs)Content Delivery Networks (CDNs)cloud technologiesweb architecture

Soft Skills

leadershipcommunicationrelationship buildingproblem-solvingcustomer successde-escalationteam motivationbudget managementproject management