Customer Support Engineer

New York City, NYFull-time$91k2026-10-07 → 2026-11-10

Hybrid

Core

Tier I Customer Support Engineer resolving technical issues for customers using Fastly's edge cloud platform (delivery and Compute) via written channels and live triage.

Role type

Tier I Customer Support Engineer

Builds

Customer success on Fastly Edge Cloud Platform (CDN, Compute, WAF, DDoS)

Domain

Internet infrastructure / Edge Cloud / CDN

Deliverable

client delivery

Required skills

HTTP/S, TCP/IP, TLS, DNS, VCL, Python, JavaScript, Go, Ruby, Rust, RESTful APIs, network telemetry tools (curl, traceroute/MTR), BGP, internet routing

Preferred skills

Varnish, Varnish Configuration Language, CDN experience, log analysis tools (DataDog, New Relic), Cloud Platforms (GCP, Azure, AWS)

Technologies

Fastly Control Panel, API, CLI, PagerDuty, Slack

Responsibilities

Resolve technical inquiries via email/ticket/chat; debug VCL logic, cache behavior, HTTP headers, TLS, DNS; guide customers on Control Panel/API/CLI/RBAC; assess impact/urgency and escalate to Tier II/III or Engineering; monitor metrics during network events and report degradation; educate customers on edge architecture; participate in on-call rotation for urgent incidents

Seniority

Mid-level (2-4 years experience)

About Fastly

Fastly helps people stay better connected with the things they love. Fastly’s 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. Fastly’s customers include many of the world’s most prominent companies, including GitHub, Yelp, Paramount, and JetBlue.