Customer Support Engineer
Austin, TX · Chicago · Denver · Houston, TX · New York City, NY · USD 90,650-108,780 · 2-4 years experience · Hybrid · Posted Oct 7, 2026
At a glance
- Experience
- 2-4 years experience
- Workplace
- Hybrid
- Location
- Austin, TX · Chicago · Denver · Houston, TX · New York City, NY
- Salary
- USD 90,650-108,780
About the role
- Fastly is seeking a Customer Support Engineer, Tier I, an entry-level position within a three-tiered team that offers multiple opportunities for career development.
- You will work closely with Tier II and III engineers, Engineering, and customer-facing partner teams to help customers succeed through clear, timely, and transparent technical support.
- The role requires a strong understanding of internet protocols and the ability to explain clearly how traffic behaves at the network edge for delivery and Compute platforms.
Responsibilities
- Resolve technical inquiries primarily through email and ticket, and also through chat (Slack) and portal engagements, joining live triage sessions by video or phone when needed.
- Review customer configurations and debug VCL logic, cache behavior (TTLs, hit ratio), HTTP headers, TLS, and DNS, building skills troubleshooting Compute (Wasm) applications over time.
- Guide customers through the Fastly Control Panel, API and CLI, role-based access controls (RBAC), users and permissions, domains, and observability dashboards.
- Assess impact and urgency on every case, work it through our Tier I, II, and III lifecycle, and escalate to Engineering during business hours with clear evidence.
- Recognize when an issue is urgent or affects multiple customers, and engage our after-hours incident response process quickly.
- Bring in Customer Success Management or Advanced Professional Services when a customer's sentiment is changing or a request calls for configuration review or solution design.
- Educate customers on edge architecture and troubleshooting methods, sharing what you learn and contributing to documentation.
- Monitor metrics during large network events and proactively report degradation to customers through an occasional on-call rotation managed via PagerDuty.
Requirements
- 2-4 years in a technical support, sysadmin, or network-focused role.
- Demonstrated understanding of HTTP/S, TCP/IP, TLS, and DNS, including the ability to explain how a webpage is delivered quickly.
- Working ability in at least one language (for example VCL, Python, JavaScript, Go, Ruby, or Rust) and eagerness to learn VCL and Compute.
- Comfort navigating modern SaaS control panels and RESTful APIs, including from the command line.
- Strong written communication and analytical skills, with experience supporting customers by email, chat, ticketing system, or phone.
- Working knowledge of network telemetry and diagnostic tools (such as curl and traceroute/MTR), and the judgment to know when to ask for help.
- Understanding of BGP, internet routing, and the difference between transit and peering.
Preferred qualifications
- 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)
Benefits
- Medical, dental, and vision insurance
- Family planning
- Mental health support along with Employee Assistance Program
- Insurance (Life, Disability, and Accident)
- Flexible Vacation policy
- Up to 18 days of accrued paid sick leave
- 401(k) including company match
- Employee Stock Purchase Program
- 12 paid local holidays
- 12 paid company wellness days
Workplace
- Open to Hybrid and Remote work locations within the US.
- Strong preference for Hybrid near a local office in New York, New York, United States.
Skills
- VCL
- Python
- JavaScript
- Go
- Ruby
- Rust
- RESTful APIs
- Curl
- Traceroute
- MTR
- Varnish
- DataDog
Show all 15 skills
- New Relic
- GCP
- AWS
