Customer Support Engineer

Summary

Join Fastly as a Customer Support Engineer and leverage your technical expertise to provide exceptional support to our global clientele. You will actively diagnose and debug customer issues, ensuring seamless digital experiences. This role demands strong communication skills and the ability to guide customers through complex troubleshooting processes. You will collaborate with various teams, contributing to documentation and process improvements. Fastly offers a hybrid work model with flexible options and a comprehensive benefits package, including health insurance, paid time off, and retirement plans. We are seeking a passionate and technically curious individual with a minimum of two years of experience in customer support or a sysadmin role.

Requirements

• Recommended minimum of 2+ years of experience in customer support or sysadmin role
• Strong written communication skills and experience supporting customers via email, chat, ticketing system or phone
• Demonstrated understanding of one or more programming languages
• Demonstrated understanding of *nix environment
• Ability to debug connections using cURL, traceroute, nc or other network diagnostic tools

Responsibilities

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

Benefits

• Medical, dental, and vision insurance
• Family planning, mental health support along with Employee Assistance Program
• Insurance (Life, Disability, and Accident)
• Flexible Vacation policy and up to 18 days of accrued paid sick leave
• 401(k) (including company match)
• Employee Stock Purchase Program
• For 2025, we offer 11 paid local holidays, 11 paid company wellness days
• This role may be eligible to participate in Fastly’s equity and discretionary bonus programs