Security Support Engineer

Leveraging our growing security product suite, a Security Support Engineer contributes real world security insights to Fastly and our customers as part of our Security Product Support (SPS) team, as we address Internet-scale threats.

The SPS team provides operational support for Fastly’s security products and services. Security Support Engineers within this team focus on delivering outstanding security product services to our customers. The team works with the operations, product engineering, and customer organizations internally to respond to security product issues faced across Fastly’s entire base of security customers.

What You'll Do:

You will be responsible for providing product support for Fastly's security products, including our Next-Gen WAF, to customers across the globe. This includes assisting with product installation, configuration, troubleshooting, and triage of security incidents. You will help customers establish and secure their web applications, debug WAF deployment configurations, and resolve technical issues to ensure they derive maximum benefit from Fastly's security offerings.

Security Support Engineers are responsible for the following:

• Manage incoming customer inquiries
• Deliver exceptional support for customer security concerns
• Ensure high-quality customer interactions
• Conduct thorough troubleshooting and triage of customer-reported issues related to WAF and other security product functionalities
• Document common issues, solutions, and best practices to contribute to internal knowledge bases and runbooks
• Address inquiries and alerts in accordance with established Service Level Agreements (SLAs)
• Contribute to the development of scalable organizational processes and policies
• Escalate complex issues to senior team members as required

What We're Looking For:

• Strong interest in infosec and application security
  • A foundational understanding of common web application vulnerabilities (e.g., OWASP Top 10)
• Working knowledge of core internet technologies like DNS, HTTP, and TLS
• Some experience with command line Linux server environments (Windows Server a plus)
• An understanding of the OSI model
• 1+ years of experience in a technical support, DevOps, or Solutions Engineering role, ideally focused on application security, web infrastructure, or cloud environments
• Familiarity with configuring, deploying, or managing applications in cloud environments (e.g., AWS, Azure, GCP) or using CI/CD pipelines is a plus
• Practical troubleshooting experience with WAF products, network proxies, or application delivery controllers
• Scripting ability in popular coding/scripting languages
• Desire to contribute to the processes and policies that scale our organization as we grow
• Self-motivated and able to work independently, but also thrives in a supportive team environment
• Fluency in English (both spoken and written) required, and you know how to adapt content for different audiences
• Communicate with clients to resolve concerns and escalations; monitor and manage service-impacting issues through resolution to ensure client satisfaction
• Focused on delivering exceptional customer experiences

Work Hours:
Tuesday to Saturday each week around core business hours: 9am - 6pm - EST

Work Location(s) & Travel Requirements:
This position is open to the following preferred office locations:

• Remote (US-East hours)

This position will require travel as required by your role or requested by your manager.

Salary:

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