Customer Support Engineer
Customer Support Engineer
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Job Description
Fastly helps people stay better connected with the things they love. Fastlys edge cloud platform enables customers to create great digital experiences quickly securely and reliably by processing serving and securing our customers applications as close to their endusers as possible at the edge of the Internet. The platform is designed to take advantage of the modern internet to be programmable and to support agile software development. Fastlys customers include many of the worlds most prominent companies including Vimeo Pinterest The New York Times and GitHub.
Were building a more trustworthy Internet. Come join us.
Customer Support Engineer remote/ hybrid Melbourne Australia
Fastlys goal of creating the best set of tools for people who scale the internet is rooted in great support. Its a core value and something that shapes our culture. Fastly is looking for passionate support engineers to continue our high standard of support as well as scale and improve our support systems as we grow.
Customer Support Engineers will have experience actively diagnosing and debugging customer tickets and will be technically curious; digging deep to find the answer to a tricky problem. CSEs will be good communicators and will be able to handle customers in both positive and negative situations. They must be able to fully drive customers through the debugging process in confident control.
The ideal candidate should be a master of written voice and have the technical curiosity and experience necessary to understand Fastlys product from end to end. Theyll be working with our marketing engineering and sales teams on behalf of our customer base so a passion for customer advocacy is essential. Also no two support tickets at Fastly are alike so support engineers will be dealing with a wide range of complex and rewarding problems on a daily basis.
What Youll Do:
Manage customer CDN configurations over email and chat
Communicate customer needs and requirements with the engineering product and sales teams
Contribute to our customer facing documentation when necessary
Contribute to the processes and policies that scale our support organization as we grow
What Were Looking For:
Recommended minimum of 2 years of experience in customer support or sysadmin role
Strong written communication skills in English and experience supporting customers via email chat ticketing system or phone
Demonstrated understanding of one or more programming languages
Demonstrated understanding of Unix / Linux environment
Ability to debug network and protocol using cURL traceroute nc or other network diagnostic tools
Well be super impressed if you have experience in any of these:
Previous experience in CDN security web performance OR cloud environments
Demonstrated selfstarter showing curiosity and motivation without being pushed
- Additional language skills
Work Hours:
This position will require you to work Sunday Thursday.
This position will require you to take rotating weekend shifts every 46 weeks. During these shifts work coverage is 1pm 7pm AEST.
Work Location(s) & Travel Requirements:
This position is open to the following preferred location only:
Melbourne Australia. This is a remote role however may evolve into a hybrid role (1 day per week) when we open an office site in Melbourne
This role may require occasional travel to the US
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 designed to meet your needs. Our offerings may vary depending on the country where you work and are subject to change.
Why Fastly
We have a huge impact.Fastly is a small company with a big reach. Not only doour customershave a tremendous user base but we also support a growing number ofopen source projects and of code employees are encouraged to share causes close to their heart with others so we can help lend a supportive hand.
We love distributed teams. Fastlys homebase is in San Francisco but we have multiple offices and employees sprinkled around the globe. As a new hire you will be able to attend our INPERSON new hire orientation in our San Francisco office! It is an exciting weeklong experience that we offer to new employees to build connections with colleagues across Fastly participate in handson learning opportunities and immerse yourself in our culture firsthand.
We value diversity.Growing and maintaining our inclusive and diverse team matters to us. We are committed to being a company where our employees feel comfortable bringing their authentic selves to work and have the ability to be successful every day.
We are passionate.Fastly is chock full of passionate people and were not one size fits all. Fastly employs authors pilots skiers parents (of humans and animals) makeup geeks coffee connoisseurs and more. We love employees for who they are and what they are passionate about.
Were always looking for humble sharp and creative folks to join the Fastly team. If you think you might be a fit please apply! A fully completed application and resume or CV are required when applying.
Fastly is committed to ensuring equal employment opportunity and to providing employees with a safe and welcoming work environment free of discrimination and harassment. Our employment decisions are based on business needs job requirements and individual qualifications. All qualified applicants will receive consideration for employment without regard to age ancestry color family or medical care leave gender identity or expression genetic information marital status medical condition national origin family or parental status physical or mental disability political affiliation protected veteran status race religion sex (including pregnancy) sexual orientation or any other characteristic protected by applicable laws regulations and ordinances.
Consistent with the Americans with Disabilities Act (ADA) and federal or state disability laws Fastly will provide reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process to perform essential job functions and/or to receive other benefits and privileges of employment please contact your Recruiter or the Fastly Employee Relations team at or.
Fastly collects and processes personal data submitted by job applicants in accordance with ourPrivacy Policy. Please see ourprivacy notice for job applicants.
Employment Type
Full Time
