About the company
Fastly helps people stay better connected with the things they love. Fastly’s edge cloud platform enables customers to create great digital experiences quickly, securely, and reliably by processing, serving, and securing our customers’ applications as close to their end-users as possible — at the edge of the Internet. The platform is designed to take advantage of the modern internet, to be programmable, and to support agile software development. Fastly’s customers include many of the world’s most prominent companies, including GitHub, Yelp, Paramount, and JetBlue.
We're building a more trustworthy Internet. Come join us.
Responsibilities
- Written-first customer support: Resolve technical inquiries primarily through email and ticket, and also through chat (Slack) and portal engagements. Join live triage sessions by video or phone when a situation calls for it. You will work to define first-response targets, so clear and accurate written communication is essential.
- Edge troubleshooting: Review customer configurations and debug VCL logic, cache behavior (TTLs, hit ratio), HTTP headers, TLS, and DNS. Over time, build skills troubleshooting Compute (Wasm) applications.
- Control Panel and account guidance: Guide customers through the Fastly Control Panel, API and CLI, role-based access controls (RBAC), users and permissions, domains, and observability dashboards.
- Issue management and triage: Assess impact and urgency on every case, work it through our Tier I, II, and III lifecycle, and escalate to Engineering during business hours with clear evidence: what you verified, what you tried, and what you still don't know.
- Urgent and widespread issues: Recognize when an issue is urgent (for example, customer traffic is down) or affects multiple customers, and engage our after-hours incident response process quickly.
- Partnering with account teams: Know when to bring in Customer Success Management or Advanced Professional Services, such as when a customer's sentiment is changing or a request calls for configuration review or solution design, and hand off with a clear summary.
- Customer advocacy and continuous learning: Go beyond closing tickets by educating customers on edge architecture and troubleshooting methods. Share what you learn and contribute to our documentation.
- Live event monitoring and on-call: Monitor metrics during large network events and proactively report degradation to customers. This role includes an occasional on-call rotation managed through PagerDuty, covering weekends, select after-hours, and corporate holidays (which includes additional holiday pay).
Requirements
- Experience: 2-4 years in a technical support, sysadmin, or network-focused role.
- Protocol proficiency: Demonstrated understanding of HTTP/S, TCP/IP, TLS, and DNS, including the ability to explain how a webpage is delivered quickly.
- Scripting and programming foundation: Working ability in at least one language (for example VCL, Python, JavaScript, Go, Ruby, or Rust) and eagerness to learn VCL and Compute.
- UI and API literacy: Comfort navigating modern SaaS control panels and RESTful APIs, including from the command line.
- Customer communication: Strong written communication and analytical skills, with experience supporting customers by email, chat, ticketing system, or phone.
- Triage proficiency: Working knowledge of network telemetry and diagnostic tools (such as curl and traceroute/MTR), and the judgment to know when to ask for help.
- Networking fundamentals: Understanding of BGP, internet routing, and the difference between transit and peering.
- BA/BS degree or equivalent experience, major in engineering, computer science, or MIS a plus
- Experience with Varnish, Varnish Configuration Language
- Experience in the CDN or cloud computing industries
- Experience in review/diagnosing log tools (DataDog, New Relic, etc)
- Basic knowledge of Cloud Platforms (GCP, Azure, AWS)
Conditions
- This position will require you to be available during core US-East business hours (Sunday – Thursday) as aligned with your direct manager.
- It will also require occasional nights and weekends as necessary to support any on-call coverage.
- This position is open to Hybrid And Remote Work Locations.
- The preferred locations for this position are: New York, New York, United States