Customer Support Engineer
Key Skills for This Role
Full Job Posting
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 [email protected] or 501-287-4901.
Fastly collects and processes personal data submitted by job applicants in accordance with our Privacy Policy . Please see our privacy notice for job applicants .
Requirements
- Experience: 2-4 years in a technical support, sysadmin, or network-focused role.
- Protocol proficiency: Demonstrated understanding of HTTP/S, TCP/IP, TLS, and DNS, including the ability to explain how a webpage is delivered quickly.
- Scripting and programming foundation: Working ability in at least one language (for example VCL, Python, JavaScript, Go, Ruby, or Rust) and eagerness to learn VCL and Compute.
- UI and API literacy: Comfort navigating modern SaaS control panels and RESTful APIs, including from the command line.
- Customer communication: Strong written communication and analytical skills, with experience supporting customers by email, chat, ticketing system, or phone.
- Triage proficiency: Working knowledge of network telemetry and diagnostic tools (such as curl and traceroute/MTR), and the judgment to know when to ask for help.
- Networking fundamentals: Understanding of BGP, internet routing, and the difference between transit and peering.
About Fastly
Public edge cloud platform helping developers and businesses deliver and secure websites and applications near end users.
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