Full-Time Customer Support Engineer

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. The platform is designed to take advantage of the modern internet, to be programmable, and to support agile software development.

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.

Customer Support Engineers will have experience actively diagnosing and debugging customer tickets and will be technically curious. They 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.

Responsibilities:

• 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

Requirements:

• Recommended minimum of 2+ years of experience in customer support or sysadmin role
• Strong written communication skills in English, and experience supporting customers via email, chat, ticketing system or phone
• Demonstrated understanding of one or more programming languages
• Demonstrated understanding of Unix/Linux environment
• Ability to debug network and protocol using cURL, traceroute, nc or other network diagnostic tools

Preferred Skills:

• Previous experience in CDN, security, web performance OR cloud environments
• Demonstrated self-starter, showing curiosity and motivation without being pushed

Additional Information:

• Work Hours: Sunday - Thursday
• Rotating weekend shifts every 4-6 weeks (12 noon - 6pm JST)
• Hybrid/Remote (1-2 days per week in office in Tokyo)
• Occasional travel to the US

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