Manager, Customer Support Engineering

Fastly is an edge cloud platform company that helps customers create great digital experiences. The Manager of Customer Support Engineering will lead a team responsible for delivering technical support and ensuring a high-quality customer experience during high-traffic events.

Responsibilities:

• Lead and motivate a distributed team of T1/T2/T3 engineers, including dedicated MCE resources
• Ensure the MCP scales seamlessly to protect strategic customers during high-traffic events
• Coach technical staff from reactive Operators into strategic Owners
• Identify workflow bottlenecks
• Remove roadblocks and create realistic project timelines
• Deliver time-sensitive projects on schedule
• Oversee standardized runbooks and After-Action Report (AAR) handoffs to Engineering and Product for MCP engagements
• Monitor swarm health and audit cases for adherence to the Rules of Engagement
• Apply Must Have, Should Have, Could Have, Won't Have (MoSCoW) and Eisenhower matrices to prioritize team efforts
• Use the Eliminate, Automate, Delegate, Simplify (EADS) model to optimize programmatic health
• Oversee the team's handling of complex service issues
• Serve as the Accountable party in the Responsible, Accountable, Supportive, Consulted, Informed (RASCI) framework
• Ensure your team navigates the Escalation Matrix (Tier 3 -> Product Management (PdM) -> Performance Programs) and adheres to Service Level Objectives (SLOs)
• Communicate effectively to technical and business audiences
• Build effective relationships with cross-functional managers
• Synthesize Risks, Assumptions, Issues, Decisions (RAID) logs into Executive Summaries
• Ensure the MCP implements formalized 'Bad-day' incident triage protocols
• Manage team budgets and monitor staffing needs
• Drive your team toward specific annual goals
• Maintain >97% Customer Satisfaction (CSAT), resolve Tier 3 cases in under 5 days, and keep engineering escalation rates <15%
• Manage PagerDuty, shift scheduling, and Paid Time Off (PTO)
• Drive continuous platform improvement by managing Information Technology Infrastructure Library (ITIL) problem management and cross-functional reviews
• Build a team that puts customers at the center of objectives
• Understand how the services your team provides offer value to the customer
• Enable proactive observability, ensuring MCEs provide early anomaly detection to reduce fatigue and increase customer confidence

Requirements:

• 5+ years of experience in a people management role having managed 5-10 people in a hybrid work environment
• Proven track record of leading high-performing, senior technical support, Escalation, or systems engineering teams
• In-depth knowledge of Fastly products and services or equivalent expertise in Content Delivery Networks (CDNs), cloud technologies, and web architecture
• Proven experience managing teams to strict Service Level Agreements (SLAs)
• Use Key Performance Indicators (KPIs) and support platforms to provide business insights and drive operational decisions
• A deep-seated passion for customer success
• Experience de-escalating tense customer situations with grace and technical authority
• Proven ability to thrive and lead in a high-pressure, 24/7 issue-driven environment
• Hands-on coding experience beyond Varnish Configuration Language (VCL) (e.g., JavaScript, Rust, Go, or C)
• Certifications such as ISO/IEC 20000 Lead Implementer, Lean Six Sigma Facilitator, or RAID Log Practitioner
• Knowledge of Workforce Management (WFM) principles and capacity planning