Customer Support Engineer

Summary

Join Fastly's passionate team of Customer Support Engineers and contribute to building a more trustworthy internet. Based remotely in Japan (Tokyo preferred, hybrid option available), you will manage customer CDN configurations, communicate customer needs to internal teams, and contribute to documentation and support processes. This role requires 2+ years of experience in customer support or sysadmin, strong written communication skills in English, and a demonstrated understanding of programming languages and Unix/Linux environments. You will work Sunday-Thursday with rotating weekend shifts. Fastly offers a comprehensive benefits package, including opportunities for professional development and a positive work environment.

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 12 noon - 6pm JST

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

Benefits

We offer a comprehensive benefits package designed to meet your needs