Senior Customer Support Engineer US West

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.

Posting Open Date: 3/13/26

Anticipated Posting Close Date*: 5/9/26

*Job posting may close early due to the volume of applicants.

Customer Support Engineer - US West

The Fastly Edge Cloud Platform powers the best of the internet and our Customer Support Engineering (CSE) a key function within our broader Customer Experience organization ensures customer experiences are a success through a transparent and timely support management system. This opening is for a Customer Support Engineer Tier I an entry-level position within our three-tiered team (Tier I Tier II and Tier III) that offers multiple opportunities for future career development within Fastly.

Fastly is seeking a technical expert for customers using our delivery and compute platforms. This role requires a strong understanding of internet protocols and the ability to advise on code updates that modify traffic at the network edge. You will not handle general IT or security (WAF/DDoS) tickets; instead you will be the definitive expert on VCL logic serverless compute and the Fastly Control Panel.

What Youll Do:

• 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 Were 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

Well 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 $77060 to $108780.

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

For a U.S.-based role:

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.

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 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 .

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