Customer Support Engineer

Responsibilities

• Review customer configurations and debug VCL logic, cache behavior (TTLs, hit ratio), HTTP headers, TLS, and DNS. Over time, build skills troubleshooting Compute (Wasm) applications.
• 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: what you verified, what you tried, and what you still don't know.
• Know when to bring in Customer Success Management or Advanced Professional Services, such as when a customer's sentiment is changing or a request calls for configuration review or solution design, and hand off with a clear summary.
• Go beyond closing tickets by educating customers on edge architecture and troubleshooting methods. Share what you learn and contribute to our documentation.
• Monitor metrics during large network events and proactively report degradation to customers. This role includes an occasional on-call rotation managed through PagerDuty, covering weekends, select after-hours, and corporate holidays (which includes additional holiday pay).

Requirements

• 2-4 years in a technical support, sysadmin, or network-focused role.
• 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.
• BA/BS degree or equivalent experience, major in engineering, computer science, or MIS a plus
• Experience with Varnish, Varnish Configuration Language
• Experience in review/diagnosing log tools (DataDog, New Relic, etc)
• Basic knowledge of Cloud Platforms (GCP, Azure, AWS)

Written-first customer support

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. You will work to define first-response targets, so clear and accurate written communication is essential.

Urgent and widespread issues

Recognize when an issue is urgent (for example, customer traffic is down) or affects multiple customers, and engage our after-hours incident response process quickly.

Protocol proficiency

Demonstrated understanding of HTTP/S, TCP/IP, TLS, and DNS, including the ability to explain how a webpage is delivered quickly.

Scripting and programming foundation

Working ability in at least one language (for example VCL, Python, JavaScript, Go, Ruby, or Rust) and eagerness to learn VCL and Compute.

Triage proficiency

Working knowledge of network telemetry and diagnostic tools (such as curl and traceroute/MTR), and the judgment to know when to ask for help.

Networking fundamentals

• Understanding of BGP, internet routing, and the difference between transit and peering.
• We’ll be super impressed if you have experience in any of these:
• Experience in the CDN or cloud computing industries

Work Hours

• This position will require you to be available during core US-East business hours (Sunday – Thursday) as aligned with your direct manager.
• It will also require occasional nights and weekends as necessary to support any on-call coverage.

Work Location(s) & Travel Requirements

This position is open to Hybrid And Remote Work Locations.

The preferred locations for this position are

New York, New York, United States

• Fastly currently embraces a largely hybrid model for most roles which allows employees flexibility to split their time between the office and home.
• There is a strong preference for Hybrid near a local office. However, we may be willing to consider remote candidates within the US.
• This position may require travel as required by your role or requested by your manager.

Salary

• The estimated salary range for this position is $90,650- $108,780.
• Starting salary may vary based on permissible, non-discriminatory factors such as experience, skills, qualifications, and location.
• This role may be eligible to participate in Fastly’s equity and discretionary bonus programs.

Benefits

We care about you. Fastly works hard to create a positive environment for our employees, and we think your life outside of work is important too. We support our teams with great benefits that start on the first day of your employment with Fastly. Curious about our offerings?

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 2026, we offer 12 paid local holidays, 12 paid company wellness days.

AI Statement

To ensure a fair and equitable interview process for everyone, the use of AI technologies—including real-time transcription tools, automated scripts, AI copilots, or external assistants—is strictly prohibited during the interview process unless explicitly authorized by the company in advance. Unauthorized use of AI tools may result in disqualification.

Why Fastly?

We have a huge impact.

Fastly is a small company with a big reach. Not only do our customers have a tremendous user base, but we also support a growing number of open source projects and initiatives. Outside of code, employees are encouraged to share causes close to their heart with others so we can help lend a supportive hand.

We value diversity.

Growing and maintaining our inclusive and diverse team matters to us. We are committed to being a company where our employees feel comfortable bringing their authentic selves to work and have the ability to be successful -- every day.

We are passionate.

Fastly is chock full of passionate people and we’re not ‘one size fits all’. Fastly employs authors, pilots, skiers, parents (of humans and animals), makeup geeks, coffee connoisseurs, and more. We love employees for who they are and what they are passionate about.

We’re always looking for humble, sharp, and creative folks to join the Fastly team. If you think you might be a fit please apply!

A fully completed application and resume or CV are required when applying.

All job applications must be submitted through our official careers site at www.fastly.com/about/careers. We will never request sensitive information, such as your Social Security number, bank account or credit card information during the application process. All official communication will come from an @ fastly.com or @ recruiting.fastly.com email address.

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. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact your Recruiter, or the Fastly Employee Relations team at candidateaccommodations@fastly.com or 501-287-4901.

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