Customer Support Engineer

Posting Open Date: 10/06/2026

Anticipated Posting Close Date*: 12/31/2026

Customer Support Engineer (CSE)

About the Customer Support Engineering Team

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.

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.

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.

What You'll Do:

• Written-first customer support: 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.
• Edge troubleshooting: 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.
• Control Panel and account guidance: Guide customers through the Fastly Control Panel, API and CLI, role-based access controls (RBAC), users and permissions, domains, and observability dashboards.
• Issue management and triage: 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.
• Urgent and widespread issues: 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.
• Partnering with account teams: 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.
• Customer advocacy and continuous learning: Go beyond closing tickets by educating customers on edge architecture and troubleshooting methods. Share what you learn and contribute to our documentation.
• Live event monitoring and on-call: 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).

What We're Looking For:

• 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.

• BA/BS degree or equivalent experience, major in engineering, computer science, or MIS a plus
• Experience with Varnish, Varnish Configuration Language
• Experience in the CDN or cloud computing industries
• Experience in review/diagnosing log tools (DataDog, New Relic, etc)
• Basic knowledge of Cloud Platforms (GCP, Azure, AWS)

Work Hours:

• This position will require you to be available during core US-East business hours (Sunday – Thursday) as aligned with your direct manager.
• It will also require occasional nights and weekends as necessary to support any on-call coverage.

Work Location(s) & Travel Requirements:

This position is open to Hybrid And Remote Work Locations.

The preferred locations for this position are:

• New York, New York, United States

There is a strong preference for Hybrid near a local office. However, we may be willing to consider remote candidates within the US.

Salary:

The estimated salary range for this position is $90,650- $108,780.

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.