Customer Solutions Engineer - NYC or East Coast Remote
Customer Solutions Engineer - NYC or East Coast Remote
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$ 104830 - 147996
1 Vacancy
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 end-users 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.
Posting Open Date: 6/17/25
Anticipated Posting Close Date*: 8/17/25
*Job posting may close early due to the volume of applicants.
Customer Solutions Engineer
Fastly is looking for a passionate and exceptional Customer Solutions Engineer to be the primary technical contact and trusted advisor for Fastly customers building long term customer relationships with a foundation of proactive and thorough assistance. This role requires the technical expertise and the focus of client driven communications to act as the primary contact for some of our largest and most critical clients. Internally within Fastly we title this role as a Senior Cloud Engineer.
An Customer Solutions Engineer (Senior Cloud Engineer) will have broad technical expertise including cloud system and Fastly architecture along with scripting/software development capabilities and an advanced understanding of networking protocols (HTTP TCP).
Additional responsibilities will include working with the account management team to develop customer specific strategy building and maintaining technical relationships across multiple key stakeholders within an account and handling of customer escalations. Collaborating with many teams across Fastly this role requires leveraging technical expertise close relationships and communication skills to help drive customer initiatives and growth coordinate support assistance and escalations and effectively become an extension of the customers teams. The Sr. CE will be responsible for the technical mentorship and advisement on deals within their vertical.
What Youll Do:
As the resident Fastly architect for your customer you are an extension of the customers technical team and represent and champion the customers needs within Fastly
Develop technical relationships with multiple customer contacts to build a deep understanding of their team infrastructure plans and problems they are encountering. Demonstrate an ability to present technical concepts in a streamlined manner. Display a level of comfort in working with technical devops contacts as well as various levels in the customer org.
Post sales implementation of Fastly products such as logging endpoints image optimization and VCL coding while documenting key aspects of the customers configuration for troubleshooting and engagement
Identify key challenges across an account (or internal org) sometimes before they are verbalized and develop alternatives and solutions that balance impact and effort. Partner internally to provide a comprehensive ticket escalation and support.
Help investigate and recommend ways to improve customer implementation and utilization of Fastlys product portfolio partnering with Sales and Account Management.
Be your customers champion and advocate within Fastly responsible for tracking and reporting on the health of your customer accounts. Develops mutually beneficial solutions to customer tasks balancing customer impact and Fastly cost/effort.
Take initiative in adopting organizational changes and sharing progress/impact with the team. Add thought leadership to the team while engaging others to contribute.
Provide constructive feedback and coaching. Mentor new Cloud Engineers to strengthen their technical expertise as it relates to your area of specialty
Be an effective communicator. Internally represent your accounts with all levels of management including risks new opportunities and technical requirements
Work hands-on with CS and Sales Leaders along with internal teams and customers on any support requests or problems for assigned customers driving escalation as necessary depending on severity.
Assist in developing strategy for and participation in regularly scheduled customer meetings on-site and by video/phone as necessary.
What Were Looking For:
At least 8 years of related experience in Pre-Sales or Post-Sales in Sales Engineering Technical Support Technical Account Management or Professional Services type roles ideally with a background in CDNs Cloud and/or internet infrastructure products.
Success as a relationship builder and collaborator with amazing verbal and written communication skills.
Strong technical background and customer orientation.
Empathy and understanding of the customer.
Technical experience with:
HTTP TCP TLS DNS and other common protocols.
Scripting languages and web platforms especially Varnish and VCL.
*nix operating systems.
Underlying internet technologies.
Clear understanding of network & system management solutions
Superior organizational and project management skills
Work Hours:
This position will require you to be available during core business hours.
While most duties will be performed during normal business hours there is an occasional requirement for a flexible schedule as necessary based on customer needs.
Work Location(s) & Travel Requirements:
This position is open to both hybrid and remote.
The preferred hybrid locations for this position are:
New York City NY
Fastly currently embraces a largely hybrid model for most roles which allows employees flexibility to split their time between the office and home.
We are also willing to consider remote candidates in any area of the east coast of the US.
This position may require travel as required by your role or requested by your manager.
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 $104830.00 - $147996.00
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 Fastlys 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 2024 we offer 10 paid local holidays 11 paid company wellness days.
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 home-base 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 IN-PERSON new hire orientation in our San Francisco office! It is an exciting week-long experience that we offer to new employees to build connections with colleagues across Fastly participate in hands-on 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
