Customer Support Engineer (Tier I)

About the role

Fastly's Customer Support Engineering (CSE) team provides clear, timely and transparent technical support to customers of its edge cloud platform. This is a Tier I, entry-level position within a three-tiered team, working closely with Tier II and III engineers, Engineering and customer-facing partner teams. The role focuses on delivery configuration (VCL), caching, HTTP behavior and the Fastly Control Panel, with growing exposure to serverless Compute.

Key responsibilities

• Resolve technical inquiries mainly by email and ticket, and by chat (Slack) and portal, and join live triage sessions by video or phone when needed.
• Troubleshoot customer configurations, debug VCL logic, cache behavior (TTLs, hit ratio), HTTP headers, TLS and DNS, and gradually build skills on Compute (Wasm) applications.
• Guide customers through the Fastly Control Panel, API and CLI, RBAC, users and permissions, domains and observability dashboards.
• Assess impact and urgency, run cases through the Tier I, II and III lifecycle, and escalate to Engineering during business hours with clear evidence.
• Engage the after-hours incident response process for urgent or widespread issues, and involve Customer Success Management or Advanced Professional Services when appropriate.
• Educate customers on edge architecture and troubleshooting, and contribute to documentation.
• Monitor metrics during large network events and report degradation; occasional on-call rotation via PagerDuty covering weekends, select after-hours and corporate holidays.

Required profile

• 2-4 years in a technical support, sysadmin or network-focused role.
• Demonstrated understanding of HTTP/S, TCP/IP, TLS and DNS, able to explain how a webpage is delivered quickly.
• Working ability in at least one scripting language (e.g. VCL, Python, JavaScript, Go, Ruby or Rust) and eagerness to learn VCL and Compute.
• Comfort navigating modern SaaS control panels and RESTful APIs, including from the command line.
• Strong written communication and analytical skills, with experience supporting customers by email, chat, ticketing or phone.
• Working knowledge of network telemetry and diagnostic tools (curl, traceroute/MTR) and judgment to know when to ask for help.
• Understanding of BGP, internet routing and the difference between transit and peering.

Nice to have: a BA/BS degree in engineering, computer science or MIS; Varnish or Varnish Configuration Language experience; CDN or cloud computing industry experience; log tool experience (DataDog, New Relic); basic knowledge of GCP, Azure or AWS.

What we offer

• Estimated salary of $90,650-$108,780, with possible equity and discretionary bonus participation.
• Medical, dental and vision insurance, family planning and mental health support, Employee Assistance Program, life, disability and accident insurance.
• Flexible vacation policy, up to 18 days of accrued paid sick leave, 401(k) with company match and an employee stock purchase program.
• Hybrid and remote options, with a strong preference for hybrid near a local office; occasional nights and weekends for on-call coverage.