Senior Customer Support Engineer

Senior Customer Support Engineer

Sr. Customer Support Engineers will have experience actively diagnosing and debugging customer tickets and will be technically curious; digging deep to find the answer to a tricky problem. Sr. CSEs will be good communicators and will be able to handle customers in both positive and negative situations. They must be able to fully drive customers through the debugging process in confident control.

Fastly's goal of creating the best set of tools for people who scale the internet is rooted in great support. It's a core value, and something that shapes our culture. Fastly is looking for passionate support engineers to continue our high standard of support, as well as scale and improve our support systems as we grow.

The ideal candidate should be a master of written voice, and have the technical curiosity and experience necessary to understand Fastly's product from end to end. They'll be working with our marketing, engineering, and sales teams on behalf of our customer base, so a passion for customer advocacy is essential. Also, no two support tickets at Fastly are alike, so support engineers will be dealing with a wide range of complex and rewarding problems on a daily basis.

What you'll do

• Manage customer CDN configurations over email and chat

• Communicate customer needs and requirements with the engineering, product and sales teams

• Contribute to our customer facing documentation when necessary

• Contribute to the processes and policies that scale our support organization as we grow

What we're looking for

• Recommended minimum of 3-5 years of experience in customer support or sysadmin role

• Strong written communication skills and experience supporting customers via email, or chat

• Demonstrated understanding of one or more programming languages

• Demonstrated understanding of *nix environment

• Strong debugging skills and ability to debug connections using cURL, traceroute, dig and other network diagnostic tools

Work Hours: This position will require you to be available during core business hours.

Work Location(s) & Travel Requirements:

This position is open to the following preferred office locations:

• San Francisco, CA
• Denver, CO
• New York, NY

Fastly currently embraces a largely hybrid model for most roles which allows employees flexibility to split their time between the office and home.

Salary:

The estimated salary range for this position is $88,120 to $122,380.

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 2024, we offer 10 paid local holidays, 11 paid company wellness days.