Senior Customer Support Engineer

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.

Senior 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. Sr 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 Japanese and experience supporting customers via email chat ticketing system or phone
• Demonstrated understanding of one or more programming languages
• Demonstrated understanding of *nix 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 cloud environments
• Demonstrated self-starter showing curiosity and motivation without being pushed

Work Hours:

• This position will require you to work Tuesday - Saturday.
• This position will require you to take rotating weekend shifts every 4-6 weeks. During these shifts work coverage is 12pm - 6pm JST.
• This position will require you to be available during core business hours.

Work Location(s) & Travel Requirements:

• This position is open to the following preferred office locations: Greater Tokyo Japan

Fastly currently embraces a largely hybrid model for most roles which allows employees flexibility to split their time between the office and home.