Customer Support Engineer

Fastly, a leading edge cloud platform, as a Customer Support Engineer. In this entry-level position, you will provide technical support to customers using our delivery and Compute platforms. You will work closely with Tier II and III engineers, Engineering, and customer-facing partner teams.

Responsibilities

• Assister les clients dans la résolution de problèmes techniques liés à la configuration de la livraison, au cache, au comportement HTTP et au panneau de contrôle Fastly.
• Participer à la gestion des problèmes et à la triage des cas, en évaluant l'impact et l'urgence de chaque cas, et en travaillant à travers notre cycle de vie Tier I, II et III.
• Collaborer avec les équipes de compte et d'autres équipes pour assurer la satisfaction du client et la réussite de l'utilisation de nos produits.

Requirements

• Your responsibilities will include resolving technical inquiries, troubleshooting edge configurations, guiding customers through the Fastly Control Panel, and managing issues through our Tier I, II, and III lifecycle.
• This role requires strong written communication skills, a solid understanding of internet protocols, and a willingness to learn and grow.
• The role requires a strong understanding of internet protocols and the ability to explain clearly how traffic behaves at the network edge
• Protocol proficiency: Demonstrated understanding of HTTP/S, TCP/IP, TLS, and DNS, including the ability to explain how a webpage is delivered quickly
• 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
• Customer communication: Strong written communication and analytical skills, with experience supporting customers by email, chat, ticketing system, or phone
• UI and API literacy: Comfort navigating modern SaaS control panels and RESTful APIs, including from the command line
• 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
• Experience: 2-4 years in a technical support, sysadmin, or network-focused role
• BA/BS degree or equivalent experience, major in engineering, computer science, or MIS a plus
• Experience in the CDN or cloud computing industries
• Experience with Varnish, Varnish Configuration Language

Preferred

• Networking fundamentals: Understanding of BGP, internet routing, and the difference between transit and peering
• Experience in review/diagnosing log tools (DataDog, New Relic, etc)
• Basic knowledge of Cloud Platforms (GCP, Azure, AWS)

Pay

USD 90,650 - 108,780