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About the Role

The Customer Support Engineering (CSE) team helps customers succeed through clear, timely, and transparent technical support. This entry-level position offers career development opportunities within Fastly, working closely with senior engineers and learning the issue management process end-to-end. You will be a technical problem solver for customers using Fastly's delivery and Compute platforms, focusing on internet protocols, traffic behavior at the network edge, delivery configuration (VCL), caching, HTTP behavior, and the Fastly Control Panel.

Responsibilities

Resolve technical inquiries primarily through email and ticket, and also through chat (Slack) and portal engagements.
Join live triage sessions by video or phone when a situation calls for it.
Review customer configurations and debug VCL logic, cache behavior (TTLs, hit ratio), HTTP headers, TLS, and DNS.
Build skills troubleshooting Compute (Wasm) applications over time.
Guide customers through the Fastly Control Panel, API and CLI, role-based access controls (RBAC), users and permissions, domains, and observability dashboards.
Assess impact and urgency on every case, work it through our Tier I, II, and III lifecycle, and escalate to Engineering during business hours with clear evidence.
Recognize when an issue is urgent or affects multiple customers, and engage our after-hours incident response process quickly.
Bring in Customer Success Management or Advanced Professional Services when needed, handing off with a clear summary.
Educate customers on edge architecture and troubleshooting methods.
Share learnings and contribute to documentation.
Monitor metrics during large network events and proactively report degradation to customers.
Participate in an occasional on-call rotation covering weekends, select after-hours, and corporate holidays.

Requirements

2-4 years in a technical support, sysadmin, or network-focused role.
Demonstrated understanding of HTTP/S, TCP/IP, TLS, and DNS, including the ability to explain how a webpage is delivered quickly.
Working ability in at least one language (for example VCL, Python, JavaScript, Go, Ruby, or Rust) and eagerness to learn VCL and Compute.
Comfort navigating modern SaaS control panels and RESTful APIs, including from the command line.
Strong written communication and analytical skills, with experience supporting customers by email, chat, ticketing system, or phone.
Working knowledge of network telemetry and diagnostic tools (such as curl and traceroute/MTR), and the judgment to know when to ask for help.
Understanding of BGP, internet routing, and the difference between transit and peering.

Skills

VCL
Compute (Wasm)
Fastly Control Panel
API
CLI
RBAC
HTTP/S
TCP/IP
TLS
DNS
Python
JavaScript
Go
Ruby
Rust
curl
traceroute/MTR
BGP
Varnish
DataDog
New Relic
GCP
Azure
AWS

Location

New York, New York, United States
US-East business hours
Remote (US)

Work Type

Hybrid
Remote
On-call

Experience Level

Entry-level
2-4 years

Education Level

BA/BS degree or equivalent experience, major in engineering, computer science, or MIS a plus

Salary/Compensations

$90,650 - $108,780

Benefits

Medical, dental, and vision insurance
Family planning
Mental health support
Employee Assistance Program
Life, Disability, and Accident Insurance
Flexible Vacation policy
18 days of accrued paid sick leave
401(k) (including company match)
Employee Stock Purchase Program
12 paid local holidays
12 paid company wellness days
Additional holiday pay for on-call rotation

About the Company

Fastly helps people stay better connected with the things they love.
Fastly's edge cloud platform enables customers to create great digital experiences quickly, securely, and reliably by processing, serving, and securing our customers’ applications as close to their end-users as possible — at the edge of the Internet.
The platform is designed to take advantage of the modern internet, to be programmable, and to support agile software development.
Fastly's customers include many of the world’s most prominent companies, including GitHub, Yelp, Paramount, and JetBlue.
We're building a more trustworthy Internet. Come join us.
Fastly has a huge impact. Fastly is a small company with a big reach.
We value diversity. Growing and maintaining our inclusive and diverse team matters to us.
We are passionate. Fastly is chock full of passionate people and we’re not ‘one size fits all’.

Equal Opportunity

Fastly is committed to ensuring equal employment opportunity and to providing employees with a safe and welcoming work environment free of discrimination and harassment.
Our employment decisions are based on business needs, job requirements and individual qualifications.
All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, family or parental status, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
Consistent with the Americans with Disabilities Act (ADA) and federal or state disability laws, Fastly will provide reasonable accommodations for applicants and employees with disabilities.