Customer Support Engineer

📋 Description

• Written-first customer support: Resolve technical inquiries primarily through email and ticket, and
• Edge troubleshooting: Review customer configurations and debug VCL logic, cache behavior (TTLs, hit
• Control Panel and account guidance: Guide customers through the Fastly Control Panel, API and CLI
• Issue management and triage: Assess impact and urgency on every case, work it through our Tier I
• Urgent and widespread issues: Recognize when an issue is urgent (for example, customer traffic is
• Partnering with account teams: Know when to bring in Customer Success Management or Advanced

🎯 Requirements

• Experience: 2-4 years in a technical support, sysadmin, or network-focused role.
• Protocol proficiency: Demonstrated understanding of HTTP/S, TCP/IP, TLS, and DNS, including the
• Scripting and programming foundation: Working ability in at least one language (for example VCL
• UI and API literacy: Comfort navigating modern SaaS control panels and RESTful APIs, including from
• Customer communication: Strong written communication and analytical skills, with experience
• Triage proficiency: Working knowledge of network telemetry and diagnostic tools (such as curl and

🎁 Benefits

• Medical, dental, and vision insurance
• Family planning
• Mental health support
• Employee Assistance Program
• Insurance (Life, Disability, and Accident)
• Flexible Vacation policy and up to 18 days of accrued paid sick leave