Customer Support Engineer - Entry Level

Fastly, Inc.Denver, CO; New York City, NYNew

On-site Full-time $77.1K/yr - $108.8K/yr

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Experience Level

Entry Level

Qualifications

Key Responsibilities:Edge troubleshooting: Analyze customer configurations, debug VCL logic, and optimize Compute (Wasm) applications by enhancing cache hit ratios and adjusting HTTP headers. Control Panel expertise: Assist customers in navigating the Fastly Control Panel, including RBAC configurations and customizing observability dashboards. Rapid response support: Address technical inquiries via email, chat, and Slack, aiming for a first response time of under 30 minutes. Customer advocacy: Go beyond ticket resolution by educating customers on edge architecture and troubleshooting practices while sharing new mitigation strategies and updates to our documentation. Omnichannel support: Handle technical inquiries across various platforms, including live triage sessions via video or phone, ensuring responsive service delivery.

About the job

Join us in our mission to build a more trustworthy Internet.

Role Overview: Customer Support Engineer (Tier I)

As part of Fastly's Customer Experience organization, our Customer Support Engineering team plays a pivotal role in ensuring that our customers have successful experiences. This entry-level position is the first tier in our three-tiered support structure (Tier I, Tier II, and Tier III) and provides numerous opportunities for career advancement within Fastly.

We are looking for a technically adept individual to assist customers utilizing our delivery and compute platforms. A solid grasp of internet protocols is essential, along with the capability to provide guidance on code updates that affect traffic at the network's edge. This role focuses specifically on VCL logic, serverless computing, and navigating the Fastly Control Panel, excluding general IT or security (WAF/DDoS) inquiries.

About Fastly, Inc.

Fastly is at the forefront of digital connectivity, providing an innovative edge cloud platform designed to enhance online experiences for users worldwide. Our mission is to create a more reliable and secure Internet, serving a diverse range of prominent companies.

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