Customer Support Engineer

Join Fastly, a leading edge cloud platform, as a Customer Support Engineer. In this entry-level position, you will provide technical support to customers using our delivery and Compute platforms. You will work closely with Tier II and III engineers, Engineering, and customer-facing partner teams. Your responsibilities will include resolving technical inquiries, troubleshooting edge configurations, guiding customers through the Fastly Control Panel, and managing issues through our Tier I, II, and III lifecycle. This role requires strong written communication skills, a solid understanding of internet protocols, and a willingness to learn and grow.

• Assister les clients dans la résolution de problèmes techniques liés à la configuration de la livraison, au cache, au comportement HTTP et au panneau de contrôle Fastly.
• Participer à la gestion des problèmes et à la triage des cas, en évaluant l'impact et l'urgence de chaque cas, et en travaillant à travers notre cycle de vie Tier I, II et III.
• Collaborer avec les équipes de compte et d'autres équipes pour assurer la satisfaction du client et la réussite de l'utilisation de nos produits.

• The role requires a strong understanding of internet protocols and the ability to explain clearly how traffic behaves at the network edge
• Protocol proficiency: Demonstrated understanding of HTTP/S, TCP/IP, TLS, and DNS, including the ability to explain how a webpage is delivered quickly
• Triage proficiency: Working knowledge of network telemetry and diagnostic tools (such as curl and traceroute/MTR), and the judgment to know when to ask for help
• Networking fundamentals: Understanding of BGP, internet routing, and the difference between transit and peering
• Customer communication: Strong written communication and analytical skills, with experience supporting customers by email, chat, ticketing system, or phone
• UI and API literacy: Comfort navigating modern SaaS control panels and RESTful APIs, including from the command line
• Scripting and programming foundation: Working ability in at least one language (for example VCL, Python, JavaScript, Go, Ruby, or Rust) and eagerness to learn VCL and Compute
• Experience: 2-4 years in a technical support, sysadmin, or network-focused role
• BA/BS degree or equivalent experience, major in engineering, computer science, or MIS a plus
• Experience in the CDN or cloud computing industries
• Experience with Varnish, Varnish Configuration Language
• Experience in review/diagnosing log tools (DataDog, New Relic, etc)
• Basic knowledge of Cloud Platforms (GCP, Azure, AWS)