Customer Support Engineer

Summary

Join Fastly as a Customer Support Engineer and contribute to our mission of creating a better internet experience. You will actively diagnose and debug customer issues, providing excellent communication and technical expertise. This role requires strong written communication, experience in customer support or sysadmin, and understanding of programming languages and *nix environments. You will manage customer configurations, communicate with internal teams, and contribute to documentation and support processes. Fastly offers a hybrid work model with flexible location options and a comprehensive benefits package, including health insurance, paid time off, retirement benefits, and more.

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

Preferred Qualifications

• Master of written voice
• Passion for customer advocacy

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
• Largely hybrid model for most roles which allows employees flexibility to split their time between the office and home