Customer Support Engineer Job Albany area,New York USA,IT/Tech

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
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
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 elevate 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 Pager Duty, covering weekends, select after-hours, and corporate holidays (which includes additional holiday pay)
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

Benefits

Parental support and beyond:
We support our families by offering generous time off for parental leave. And beyond that, we work hard to build a culture that allows for all employees to have the life outside work that they desire year round.
Health and wellness:
Your well-being matters here. Our health plans offer a variety of options, including full medical, dental, and vision coverage, short- and long-term disability insurance, mental health resources, and more.
Invest in your future:
We offer 401(k)/retirement plans, employee stock purchasing plans (ESPP), and reimbursements for learning…