LocationSan Francisco, CA
Work ModeFully Remote
DepartmentService Delivery - CSE
Salary2 - 4/yr
PythonJavaScript
Loading...
Loading...
Posted 2h ago
Programmable edge troubleshooting: Review our customer configurations and debug VCL logic and Compute (Wasm) applications, optimizing cache hit ratios, and manipulating HTTP headers.
UI mastery: Guide customers through the Fastly Control Panel, RBAC configurations, and custom observability dashboards.
High-velocity customer support: Resolve technical inquiries across email, chat, and Slack with a target first response time (FRT) of less than 30 minutes.
Customer advocacy and continuous learning: Move beyond just fixing tickets by educating customers on edge architecture and troubleshooting methodologies. Actively seek out new mitigation strategies and triage tips, sharing your learnings and contributing to our established documentation.
Omnichannel customer support: Resolve technical inquiries across email, chat (powered by Slack), and portal engagements, including live triage sessions over video or telephone conferences, with a target first response time (FRT) Service Level Agreement (SLA).
Collaborative escalation: Recognize when to ask for help. You will learn to properly escalate support cases to higher-tier teams to advocate for a timely resolution for our customers.
Live event monitoring and on-call coverage: Monitor metrics during large network events and proactively report degradation to our customers. This role includes an on-call rotation managed by PagerDuty, covering weekends, select after-hours, and corporate holidays (which includes additional holiday pay).
What We're Looking For:
Experience: 2-4 years in a technical support, sysadmin, or network-focused role.
Protocol proficiency: Demonstrated understanding of HTTP/s, TCP/IP, TLS, and DNS (must explain delivering a webpage in under 200 milliseconds).
Program Language Proficiency: Recent coding bootcamp graduates with a focus in VCL, Python, Ruby/Go, JavaScript, Rust, etc. with a demonstrated entry to moderate level of efficiency.
UI and API literacy: Proficiency navigating modern SaaS control panels and RESTful APIs via CLI.
Customer-facing business acumen: Strong written communication skills and analytical skills with experience supporting customers via email, chat, ticketing system or phone
Triage proficiency: Demonstrated understanding of network related telemetry and diagnostic tools
Industry exposure: Demonstrated understanding of networking, including, BGP, internet routing, and the difference between transit and peering
We’ll be super impressed if you have experience in any of these:
BA/BS degree or equivalent experience, major in engineering, computer science, or MIS a plus
Experience with Varnish, Varnish Configuration Language
Experience in the CDN or cloud computing industries
Experience in review/diagnosing log tools (DataDog, New Relic, etc)
Basic knowledge of Cloud Platforms (GCP, Azure, AWS)
Work Hours:
This position will require you to work a Tuesday - Saturday Shift
11am-8pm PST Shift or 12-9pm PST Shift
This position will require an estimated 12-24 hours per month on-call
Work Location(s) & Travel Requirements:
This position is open to the following preferred office locations:
San Francisco, CA, US
Denver, CO, US
Fastly currently embraces a largely hybrid model for most roles which allows employees flexibility to split their time between the office and home.
SF / LA Fair Chance Ordinance Statement
Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Salary:
The estimated salary range for this position is $77,060 to $108,780.
Starting salary may vary based on permissible, non-discriminatory factors such as experience, skills, qualifications, and location.
This role may be eligible to participate in Fastly’s equity and discretionary bonus programs.
Benefits:
We care about you. Fastly works hard to create a positive environment for our employees, and we think your life outside of work is important too. We support our teams with great benefits that start on the first day of your employment with Fastly. Curious about our offerings?
We offer a comprehensive benefits package including medical, dental, and vision insurance. Family planning, mental health support along with Employee Assistance Program, Insurance (Life, Disability, and Accident), a Flexible Vacation policy and up to 18 days of accrued paid sick leave are there to help support our employees. We also offer 401(k) (including company match) and an Employee Stock Purchase Program. For 2026, we offer 12 paid local holidays, 12 paid company wellness days.
--------------------------------------------------------------------------------------------------------