Customer Support Engineer
Job in
New Rochelle, Westchester County, New York, 10801, USA
Listing for:
Fastly, Inc.
Full Time, Per diem
position
Listed on 2026-11-05
Job specializations:
-
IT/Tech
Job Description & How to Apply Below
- 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
- 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…
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