Related skills
rust javascript c go itil📋 Description
- Lead a distributed Tier1–3 Customer Support Engineering team including MCE resources
- Ensure MCP scales for proactive observability during high-traffic events
- Prioritize work using MoSCoW and the Eliminate Automate Delegate Simplify model
- Oversee runbooks and AAR handoffs to Engineering and Product for MCP
- Manage SLAs, escalation paths, and incident response coordination
- Synthesize RAID logs into executive summaries for leadership
🎯 Requirements
- 5+ years of people management in hybrid environments
- Deep knowledge of Fastly products/CDNs and cloud/web architecture
- Metrics-driven with SLAs and KPIs to guide decisions
- Customer empathy and de-escalation skills
- Crisis management experience in a 24/7 environment
- Hands-on coding: VCL, JavaScript, Rust, Go, or C
🎁 Benefits
- Medical, dental, and vision insurance
- 401(k) with company match and ESPP
- Flexible vacation policy and paid sick leave
- Equity and discretionary bonus programs
- For 2026: 12 paid local holidays and 12 wellness days
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