Customer Solutions Engineer

Summary

Join Fastly as a Customer Solutions Engineer (Senior Cloud Engineer) and become the primary technical contact and trusted advisor for Fastly customers. You will build long-term customer relationships by providing proactive and thorough assistance, acting as the primary contact for some of Fastly's largest and most critical clients. This role requires broad technical expertise in cloud, system, and Fastly architecture, along with scripting/software development capabilities and an advanced understanding of networking protocols. You will work closely with the account management team to develop customer-specific strategies, build and maintain technical relationships with key stakeholders, and handle customer escalations. You will also collaborate with various teams across Fastly to leverage your technical expertise, relationships, and communication skills to drive customer initiatives and growth, coordinate support assistance and escalations, and effectively become an extension of the customer's teams. As the resident Fastly architect for your customer, you will be responsible for technical mentorship and advisement on deals within your vertical.

Requirements

• At least 8+ years of related experience in Pre-Sales or Post-Sales in Sales Engineering, Technical Support, Technical Account Management, or Professional Services type roles, ideally with a background in CDNs, Cloud, and/or internet infrastructure products
• Success as a relationship builder and collaborator with amazing verbal and written communication skills
• Strong technical background and customer orientation
• Empathy and understanding of the customer
• HTTP, TCP, TLS, DNS, and other common protocols
• Scripting languages and web platforms, especially Varnish and VCL
• *nix operating systems
• Underlying internet technologies
• Clear understanding of network & system management solutions
• Superior organizational and project management skills

Responsibilities

• As the resident Fastly architect for your customer, you are an extension of the customer’s technical team, and represent and champion the customers needs within Fastly
• Develop technical relationships with multiple customer contacts to build a deep understanding of their team, infrastructure, plans, and problems they are encountering
• Demonstrate an ability to present technical concepts in a streamlined manner
• Display a level of comfort in working with technical devops contacts as well as various levels in the customer org
• Post sales implementation of Fastly products, such as logging endpoints, image optimization and VCL coding while documenting key aspects of the customer’s configuration for troubleshooting and engagement
• Identify key challenges across an account (or internal org), sometimes before they are verbalized, and develop alternatives and solutions that balance impact and effort
• Partner internally to provide a comprehensive ticket escalation and support
• Help investigate and recommend ways to improve customer implementation and utilization of Fastly’s product portfolio, partnering with Sales and Account Management
• Be your customer's champion and advocate within Fastly, responsible for tracking and reporting on the health of your customer accounts
• Develops mutually beneficial solutions to customer tasks, balancing customer impact and Fastly cost/effort
• Take initiative in adopting organizational changes and sharing progress/impact with the team
• Add thought leadership to the team, while engaging others to contribute
• Provide constructive feedback and coaching
• Mentor new Cloud Engineers to strengthen their technical expertise as it relates to your area of specialty
• Be an effective communicator
• Internally represent your accounts with all levels of management including risks, new opportunities, and technical requirements
• Work hands-on with CS and Sales Leaders along with internal teams and customers on any support requests or problems for assigned customers, driving escalation as necessary depending on severity
• Assist in developing strategy for and participation in regularly scheduled customer meetings on-site and by video/phone as necessary

Benefits

• 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 2024, we offer 10 paid local holidays, 11 paid company wellness days