Customer Support Engineer

<div class="content-intro"><p>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.</p> <p>We're building a more trustworthy Internet. Come join us.</p></div><p><span style="color: #000000;"><strong>Posting Open Date: 10/06/2026</strong></span></p> <p><span style="color: #000000;"><strong>Anticipated Posting Close Date*:  12/31/2026</strong></span></p> <p><span style="color: #000000;"><em>*Job posting may close early due to the volume of applicants.</em></span></p> <p><span style="color: #000000;"><strong>Customer Support Engineer (CSE)</strong></span></p> <p><span style="color: #000000;"><strong>About the Customer Support Engineering Team</strong></span></p> <p><span style="color: #000000;">The Fastly Edge Cloud Platform powers the best of the internet. Our Customer Support Engineering (CSE) team, a key function within our broader Customer Experience organization, helps customers succeed through clear, timely, and transparent technical support.</span></p> <p><span style="color: #000000;">This opening is for a Customer Support Engineer, Tier I, an entry-level position within our three-tiered team (Tier I, Tier II, and Tier III) that offers multiple opportunities for career development within Fastly. You will work closely with Tier II and III engineers, Engineering, and our customer-facing partner teams, and you will learn our issue management process end to end.</span></p> <p><span style="color: #000000;">We are seeking a technical problem solver for customers using our delivery and Compute platforms. The role requires a strong understanding of internet protocols and the ability to explain clearly how traffic behaves at the network edge. You will focus on delivery configuration (VCL), caching, HTTP behavior, and the Fastly Control Panel, with growing exposure to serverless Compute. Security product cases (such as WAF and DDoS) and general IT requests are handled by other teams.</span></p> <p><span style="color: #000000;"><strong>What You'll Do:</strong></span></p> <ul> <li style="color: #000000 !important;"><span style="color: #000000;"><strong>Written-first customer support:</strong> Resolve technical inquiries primarily through email and ticket, and also through chat (Slack) and portal engagements. Join live triage sessions by video or phone when a situation calls for it. You will work to define first-response targets, so clear and accurate written communication is essential.</span></li> <li style="color: #000000 !important;"><span style="color: #000000;"><strong>Edge troubleshooting:</strong> Review customer configurations and debug VCL logic, cache behavior (TTLs, hit ratio), HTTP headers, TLS, and DNS. Over time, build skills troubleshooting Compute (Wasm) applications.</span></li> <li style="color: #000000 !important;"><span style="color: #000000;"><strong>Control Panel and account guidance:</strong> Guide customers through the Fastly Control Panel, API and CLI, role-based access controls (RBAC), users and permissions, domains, and observability dashboards.</span></li> <li style="color: #000000 !important;"><span style="color: #000000;"><strong>Issue management and triage:</strong> Assess impact and urgency on every case, work it through our Tier I, II, and III lifecycle, and escalate to Engineering during business hours with clear evidence: what you verified, what you tried, and what you still don't know.</span></li> <li style="color: #000000 !important;"><span style="color: #000000;"><strong>Urgent and widespread issues:</strong> Recognize when an issue is urgent (for example, customer traffic is down) or affects multiple customers, and engage our after-hours incident response process quickly.</span></li> <li style="color: #000000 !important;"><span style="color: #000000;"><strong>Partnering with account teams:</strong> Know when to bring in Customer Success Management or Advanced Professional Services, such as when a customer's sentiment is changing or a request calls for configuration review or solution design, and hand off with a clear summary.</span></li> <li style="color: #000000 !important;"><span style="color: #000000;"><strong>Customer advocacy and continuous learning:</strong> Go beyond closing tickets by educating customers on edge architecture and troubleshooting methods. Share what you learn and contribute to our documentation.</span></li> <li style="color: #000000 !important;"><span style="color: #000000;"><strong>Live event monitoring and on-call:</strong> Monitor metrics during large network events and proactively report degradation to customers. This role includes an occasional on-call rotation managed through PagerDuty, covering weekends, select after-hours, and corporate holidays (which includes additional holiday pay).</span></li> </ul> <p><span style="color: #000000;"><strong>What We're Looking For: </strong&gt