Customer Solutions Engineer

Summary

Join Fastly as a Customer Solutions Engineer (Senior Cloud Engineer) and become the primary technical contact for major clients. You will build strong customer relationships through proactive support and act as a trusted advisor. Leverage your expertise in cloud, systems, and Fastly architecture, along with scripting and networking protocols, to develop customer-specific strategies. Collaborate with internal teams to drive customer initiatives, handle escalations, and provide technical mentorship. This role requires strong communication and relationship-building skills. The position offers a hybrid or remote work option with potential travel.

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
• This position will require you to be available during core business hours
• While most duties will be performed during normal business hours, there is an occasional requirement for a flexible schedule as necessary based on customer needs
• This position is open to both hybrid and remote
• The preferred hybrid locations for this position are:New York City, NY
• We are also willing to consider remote candidates in any area of the east coast of the US
• This position may require travel as required by your role or requested by your manager

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

• 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
• 401(k) (including company match) and an Employee Stock Purchase Program
• For 2024, we offer 10 paid local holidays, 11 paid company wellness days