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Fastly

Manager, Customer Support Engineering

Fastly

. Lead and motivate a distributed team of T1/T2/T3 engineers including dedicated Mission Control Engineers (MCEs).

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

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

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