Customer Support Engineer

📋 Description

• Review customer configs; debug VCL and Compute (Wasm); optimize cache hits and HTTP headers.
• Guide customers through the Fastly Control Panel, RBAC, and dashboards.
• Resolve inquiries via email, chat, and Slack; target FRT within 30 minutes.
• Educate customers on edge architecture; share mitigation strategies; contribute to docs.
• Omnichannel support: email, chat, portal; live triage via video or phone.
• Collaborative escalation: escalate to higher-tier teams for timely resolution.

🎯 Requirements

• 2-4 years in technical support, sysadmin, or network roles.
• HTTP/s, TCP/IP, TLS, DNS knowledge; explain 200ms page load.
• VCL, Python, Ruby/Go, JavaScript, or Rust experience.
• UI and API literacy: SaaS control panels and REST APIs via CLI.
• Strong written and analytical skills for customer interactions.
• Triage skills: network telemetry and diagnostic tools.
• Networking exposure: BGP, internet routing, peering.

🎁 Benefits

• Medical, dental, and vision coverage.
• Flexible vacation and paid sick leave.
• 401(k) with company match and ESPP.
• 12 paid holidays and 12 wellness days.
• Family planning and mental health support.
• Hybrid/remote-friendly culture.