Fastly helps people stay better connected with the things they love. Fastly’s edge cloud platform enables customers to create great digital experiences quickly, securely, and reliably by processing, serving, and securing our customers’ applications as close to their end-users as possible — at the edge of the Internet. The platform is designed to take advantage of the modern internet, to be programmable, and to support agile software development. Fastly’s customers include many of the world’s most prominent companies, including GitHub, Yelp, Paramount, and JetBlue.

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Manager of Customer Support Engineering

About the Customer Support Engineering Team

The Customer Support Engineering (CSE) team is the primary interface for Fastly customers navigating our edge cloud platform. As a Manager of CSE, you manage the people, processes, and performance of a unified Tier 1, 2, and 3 team. You ensure we deliver a transparent, technical, and empathetic support experience. You bridge the gap between front-line queues and deep escalation investigations. Additionally, you manage dedicated Mission Control Engineers (MCEs) supporting our proactive Mission Control Program (MCP). The MCP is Fastly's dedicated initiative for proactive observability, strategic advocacy, and specialized event management. It acts as a strategic evolution from reactive troubleshooting to a highly predictable, scalable, and sustainable observability operation, ensuring our platform and support scale seamlessly to protect our strategic customers during their highest-traffic events.

What You'll Do:

• Multi-Tier Team & Program Leadership: 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.

• Delivery & Execution: 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.

• Strategic Resource Governance: A “Swarm” is a CSE-led approach to resolving complex customer issues with a broader internal technical group of subject matter experts, managers 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.

• Technical Escalation & Matrix Ownership: 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).

• Collaboration & Communication: 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. Adhere to Brand Editorial Standards.

• Operational Excellence & Metric Sustainment: 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.

• Customer Focus: 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.

What We're Looking For:

• Experience: 5+ years of experience in a people management role having managed 5-10 people in a hybrid work environment. You need a proven track record of leading high-performing, senior technical support, Escalation, or systems engineering teams.

• Technical Acumen: In-depth knowledge of Fastly products and services. You can substitute equivalent expertise in Content Delivery Networks (CDNs), cloud technologies, and web architecture.

• Metrics-Driven Leadership: Proven experience managing teams to strict Service Level Agreements (SLAs). You use Key Performance Indicators (KPIs) and support platforms to provide business insights and drive operational decisions.

• Customer Empathy: A deep-seated passion for customer success. You have experience de-escalating tense customer situations with grace and technical authority.

• Crisis Management: Proven ability to thrive and lead in a high-pressure, 24/7 issue-driven environment.

We’ll be super impressed if you have experience in any of these:

• 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.

Work Hours:

• This position requires your availability during core business hours.

• This position requires you to be reachable during planned weekend and holiday on-call rotations.

Work Location(s) & Travel Requirements: 

This position is a remote role and open to candidates residing in the following locations: 

• US-Central preferred: Illinois, Minnesota, Missouri, Wisconsin, Iowa, Arkansas, Louisiana, Mississippi, Alabama, Texas and Oklahoma

• Candidates outside of the preferred locations may be asked to work US Central timezone hours to ensure proper leadership of their team members

This position may require travel as required by your role or requested by your manager.

 

SF / LA Fair Chance Ordinance Statement

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

 

Salary: 

The estimated salary range for this position is $122,280 to $155,364.

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.

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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