Customer Support Engineer

Summary

Join Fastly as a Customer Support Engineer and leverage your technical expertise to diagnose and resolve customer issues. You will communicate effectively with customers, guiding them through complex problems and collaborating with internal teams. This role demands strong written communication, analytical skills, and a deep understanding of Fastly's products and networking concepts. You will manage and debug customer CDN configurations, contribute to documentation, and participate in scaling our support organization. The position offers remote work flexibility on the East or West Coast, with on-call responsibilities and potential for travel. Fastly provides a competitive salary and comprehensive benefits package.

Requirements

• Recommended minimum of 2+ years of experience in customer support or sysadmin role
• Strong written communication skills and analytical skills with 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, MTRs/traceroute, nc or other network diagnostic tools
• Understanding of networking, including, BGP, internet routing, and the difference between transit and peering
• Understanding of HTTP/s Request/Response Cycle TCP, TLS, DNS, Apache, NGINX

Responsibilities

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

Preferred Qualifications

• BA/BS degree or equivalent experience, major in engineering, computer science, or MIS a plus
• Experience with Varnish, Varnish Configuration Language
• Experience in the CDN or cloud computing industries

Benefits

• We offer a comprehensive benefits package including 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 are there to help support our employees
• We also offer 401(k) (including company match) and an Employee Stock Purchase Program
• For 2025, we offer 11 paid local holidays, 11 paid company wellness days