Customer Support Engineer - East Coast or West Coast Remote

Position Overview

Fastly helps people stay better connected with the things they love through its innovative edge cloud platform. We are seeking a Customer Support Engineer to diagnose and debug customer issues with technical curiosity while collaborating with product, engineering, and sales teams. In this role, you will handle a variety of technical support and networking challenges to ensure excellent customer service. Posting Open Date: August 15, 2025; Anticipated Posting Close Date: October 14, 2025.

Key Responsibilities

• Manage and debug customer CDN configurations over email and chat.
• Communicate customer needs and requirements with the engineering, product, and sales teams.
• Contribute to both customer-facing and internal-facing documentation as needed.
• Help develop processes and policies to scale our support organization as we grow.

Required Qualifications

• Minimum of 2+ years of experience in customer support or a sysadmin role.
• Strong written communication and analytical skills, with experience supporting customers via email, chat, ticketing systems, or phone.
• Demonstrated understanding of one or more programming languages.
• Familiarity with a *nix environment.
• Ability to debug connections using cURL, MTRs/traceroute, nc, or other network diagnostic tools.
• Understanding of networking concepts, including BGP, internet routing, and the difference between transit and peering.
• Knowledge of the HTTP/s Request/Response Cycle, TCP, TLS, DNS, Apache, and NGINX.

Preferred Qualifications

• BA/BS degree or equivalent experience; a major in engineering, computer science, or MIS is a plus.
• Experience with Varnish and Varnish Configuration Language.
• Experience in the CDN or cloud computing industries.

Benefits & Perks

• Salary: The estimated salary range for this position is $72,000 to $100,000. Starting salary may vary based on experience, skills, qualifications, and location. This role may also be eligible for equity and discretionary bonus programs.
• Comprehensive benefits package including medical, dental, and vision insurance, family planning, mental health support with an Employee Assistance Program, and insurance for life, disability, and accidents.
• A flexible vacation policy with up to 18 days of accrued paid sick leave.
• 401(k) with company match and an Employee Stock Purchase Program, plus 11 paid local holidays and 11 paid company wellness days (for 2025).