Customer Support Engineer Tier I

Location: Quinte Shores, East Northumberland County & Prince Edward County (Picton)

Fastly seeks a Tier I Customer Support Engineer skilled in HTTP, TLS, and DNS for hybrid or remote work in the United States.
This entry-level position supports customers using Fastly delivery and Compute platforms. You will troubleshoot VCL, caching, HTTP behavior, the Control Panel, APIs, and network-edge traffic while collaborating with Tier II and III engineers, Engineering, and customer-facing teams.

Key Responsibilities:

Resolve technical inquiries through email, tickets, chat, and calls
Debug VCL, caching, HTTP headers, TLS, and DNS
Guide customers through Control Panel, API, CLI, and permissions
Assess cases, document evidence, and escalate to Engineering
Monitor events and participate in occasional Pager Duty on-call rotations
Requirements:
Two to four years in technical support, systems administration, or networking
Understanding of HTTP/S, TCP/IP, TLS, DNS, BGP, and routing
Working ability in VCL, Python, JavaScript, Go, Ruby, or Rust
Comfort with SaaS control panels, RESTful APIs, curl, and trace route
Strong written communication and analytical customer-support skills
Apply your network troubleshooting, scripting, and customer communication skills to Fastly’s edge cloud support team.