Customer Support Engineer

Summary

Join Fastly's passionate team of Customer Support Engineers and contribute to building a more trustworthy internet. Based remotely in Melbourne, Australia (with potential for a hybrid model), you will manage customer CDN configurations, communicate customer needs to various teams, and contribute to documentation and support processes. You'll need 2+ years of experience in customer support or sysadmin, strong written communication skills, and a demonstrated understanding of programming languages and Unix/Linux environments. The ideal candidate possesses technical curiosity, excels in written communication, and has experience with network debugging tools. This role offers the opportunity to work on a wide range of complex problems and contribute to a growing organization.

Requirements

• Recommended minimum of 2+ years of experience in customer support or sysadmin role
• Strong written communication skills in English, and experience supporting customers via email, chat, ticketing system or phone
• Demonstrated understanding of one or more programming languages
• Demonstrated understanding of Unix / Linux environment
• Ability to debug network and protocol using cURL, traceroute, nc or other network diagnostic tools
• This position will require you to work Sunday - Thursday
• This position will require you to take rotating weekend shifts every 4-6 weeks. During these shifts, work coverage is 1pm - 7pm AEST
• This position is open to the following preferred location only: Melbourne, Australia
• This is a remote role, however may evolve into a hybrid role (1 day per week) when we open an office site in Melbourne
• This role may require occasional travel to the US

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

• Previous experience in CDN, security, web performance OR cloud environments
• Demonstrated self-starter, showing curiosity and motivation without being pushed
• Additional language skills