Job Details

Customer Support Engineer - East Coast or West Coast Remote

Fastly is seeking a Customer Support Engineer to diagnose and debug customer issues with technical curiosity. Candidates should excel in communication, confidently guiding customers through complex problems. A passion for customer advocacy is essential, as CSEs will collaborate with product, engineering, and sales teams. The role involves handling a diverse range of technical support and networking tickets while upholding high standards of service. Ideal candidates will have a strong written voice and a comprehensive understanding of Fastlys products.

What You'll Do

• Manage and debug customer CDN configurations over email and chat
• Communicate customer needs and requirements with the engineering, product and sales teams
• Contribute to our customer-facing and internal-facing documentation, when necessary
• Contribute to the processes and policies that scale our support organization as we grow

What We're Looking For

• Recommended minimum of 2+ years of experience in customer support or sysadmin role
• Strong written communication skills and analytical skills with experience supporting customers via email, chat, ticketing system or phone
• Demonstrated understanding of one or more programming languages
• Demonstrated understanding of UNIX-like environments
• Ability to debug connections using cURL, MTRs/traceroute, nc or other network diagnostic tools
• Understanding of networking, including BGP, internet routing, and the difference between transit and peering
• Understanding of HTTP/s, Request/Response Cycle, TCP, TLS, DNS, Apache, and NGINX

Nice to Have

• BA/BS degree or equivalent experience; major in engineering, computer science, or MIS is a plus
• Experience with Varnish, Varnish Configuration Language
• Experience in the CDN or cloud computing industries

Work Hours

This position is available for one of the following schedules:

• Tuesday - Saturday 11am - 8pm PST
• Sunday - Thursday 11am - 8pm PST
• Tuesday - Saturday 7am - 4pm EST

This position will require an estimated 12-24 hours per month on-call.

Work Location & Travel Requirements

This position is remote and open to candidates residing in East Coast USA, West Coast USA, or Remote USA, willing to work the required days and hours. Travel may be required as needed by the role or at the request of your manager. Fastly embraces a largely hybrid model allowing some in-office time if convenient to travel to a Fastly office.

Salary

The estimated salary range for this position is $72,000 to $100,000. Starting salary may vary based on permissible factors such as experience, skills, qualifications, and location. This role may be eligible to participate in Fastlys equity and discretionary bonus programs.

Benefits

• We offer a comprehensive benefits package including medical, dental, and vision insurance. Family planning, mental health support along with Employee Assistance Program, Life Insurance, Disability, and Accident coverage; a Flexible Vacation policy and up to 18 days of accrued paid sick leave; 401(k) with company match and an Employee Stock Purchase Program. For 2025, we offer 11 paid local holidays and 11 paid wellness days.

Why Fastly?

• We have a huge impact. Fastly is a small company with a big reach, supporting customers and open source projects and initiatives. Employees are encouraged to pursue causes close to their hearts.
• We love distributed teams. Fastlys home base is San Francisco, with offices and employees worldwide. New hires may participate in in-person orientation in San Francisco.
• We value diversity. We strive to be an inclusive and diverse team where everyone can bring their authentic selves to work.
• We are passionate. Fastly brings together a diverse, passionate team with varied backgrounds.

Fastly is committed to equal employment opportunity and to providing employees with a safe and welcoming work environment free of discrimination and harassment. All qualified applicants will be considered without regard to age, ancestry, color, medical condition, national origin, or other protected characteristics. Fastly provides reasonable accommodations for applicants and employees with disabilities as required by law. For more information, please contact ...@fastly.com or 501-###-####. Fastly collects and processes personal data submitted by job applicants in accordance with our Privacy Policy.

Job Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Sales and Customer Service
• Industries: Software Development