Senior Customer Solutions Engineer

London - UK

Monthly Salary: Not Disclosed

Posted on: 2 days ago

Vacancies: 1 Vacancy

Job Summary

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 GitHub Yelp Paramount and JetBlue.

Were building a more trustworthy Internet. Come join us.

Senior Customer Solutions Engineer

Fastly is looking for a passionate and exceptional Senior Customer Solutions Engineer (CSE) 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.

The Senior CSE 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 Senior CSE 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 CSEs 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.
Superior organizational and project management skills.
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 manage

Work Hours:

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:

Spain - Remote
London - Hybrid

Fastly currently embraces a largely hybrid model for most roles which allows employees flexibility to split their time between the office (1-2 days a week) and position will require travel as required by your role or requested by your manager.

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 of open 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 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.

All job applications must be submitted through our official careers site at We will never request sensitive information such as your Social Security number bank account or credit card information during the application process. All official communication will come from an @ or @ email address.

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 our privacy notice for job applicants.

Required Experience:

Senior IC

Were building a more trustworthy Internet. Come join us.

Senior Customer Solutions Engineer

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 CSEs 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.
Superior organizational and project management skills.
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 manage

Work Hours:

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:

Spain - Remote
London - Hybrid

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 of open 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 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.

Fastly collects and processes personal data submitted by job applicants in accordance with ourPrivacy Policy. Please see our privacy notice for job applicants.

Required Experience:

Senior IC

Key Skills

Debugging
Remote Access Software
IT Service Management
IOS
Multithreading
VPN
Neo4j
FISMA
SSO
Github
Google Suite
Troubleshooting

Apply Now

About Company

Fastly

Fastly, Inc. is an American cloud computing services provider. Fastly's edge cloud platform provides a content delivery network, Internet security services, load balancing, and video & streaming services.

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