Customer Support Engineer - US Remote

Fastly is a company that helps people stay better connected with the things they love through its edge cloud platform. They are seeking a Customer Support Engineer, Tier I, to provide technical support for customers using their delivery and compute platforms, ensuring customer experiences are successful through effective troubleshooting and support management.

Responsibilities:

• Programmable edge troubleshooting: Review our customer configurations and debug VCL logic and Compute (Wasm) applications, optimizing cache hit ratios, and manipulating HTTP headers
• UI mastery: Guide customers through the Fastly Control Panel, RBAC configurations, and custom observability dashboards
• High-velocity customer support: Resolve technical inquiries across email, chat, and Slack with a target first response time (FRT) of less than 30 minutes
• Customer advocacy and continuous learning: Move beyond just fixing tickets by educating customers on edge architecture and troubleshooting methodologies. Actively seek out new mitigation strategies and triage tips, sharing your learnings and contributing to our established documentation
• Omnichannel customer support: Resolve technical inquiries across email, chat (powered by Slack), and portal engagements, including live triage sessions over video or telephone conferences, with a target first response time (FRT) Service Level Agreement (SLA)
• Collaborative escalation: Recognize when to ask for help. You will learn to properly escalate support cases to higher-tier teams to advocate for a timely resolution for our customers
• Live event monitoring and on-call coverage: Monitor metrics during large network events and proactively report degradation to our customers. This role includes an on-call rotation managed by 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
• Demonstrated understanding of HTTP/s, TCP/IP, TLS, and DNS (must explain delivering a webpage in under 200 milliseconds)
• Recent coding bootcamp graduates with a focus in VCL, Python, Ruby/Go, JavaScript, Rust, etc. with a demonstrated entry to moderate level of efficiency
• Proficiency navigating modern SaaS control panels and RESTful APIs via CLI
• Strong written communication skills and analytical skills with experience supporting customers via email, chat, ticketing system or phone
• Demonstrated understanding of network related telemetry and diagnostic tools
• Demonstrated understanding of networking, including, BGP, internet routing, and the difference between transit and peering
• 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
• Experience in review/diagnosing log tools (DataDog, New Relic, etc)
• Basic knowledge of Cloud Platforms (GCP, Azure, AWS)