Associate CSOC Analyst

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 Vimeo, Pinterest, The New York Times, and GitHub.

We're building a more trustworthy Internet. Come join us.

Posting Open Date: 12/3/2024

Anticipated Posting Close Date*: 1/30/2025

*Job posting may close early due to the volume of applicants.

Leveraging our growing security product suite, an Associate CSOC Analyst contributes real world security insights to Fastly and our customers as part of our Customer Security Operations Center (CSOC) team, as we address Internet-scale threats.  

The CSOC team provides operational support for Fastly’s security products and services.  Cloud security solutions enable our customers to benefit from extra visibility across the world and expertise from a central team.Analysts within this team focus on delivering outstanding security services to our customers.  The team works with the security, operations and customer organizations internally to respond to security threats faced on the Internet today.

What You'll Do:

You will be responsible for assisting customers with security-support matters, responding to inquiries, and helping customers establish and secure bot protection, WAF, and rate-limiting to ensure they derive maximum benefit from Fastly Products.  You will have the opportunity to work on some of the world’s most scalable distributed systems that handle approximately 25 million requests per second, alongside the world-class engineers who developed these systems.

Analysts are responsible for the following:

• Manage incoming customer inquiries
• Deliver exceptional support for customer security concerns
• Ensure high-quality customer interactions
• Address inquiries and alerts in accordance with established Service Level Agreements (SLAs)
• Contribute to the development of scalable organizational processes and policies
• Escalate complex issues to senior team members as required

What We're Looking For: 

• Strong interest in infosec and application security
• Working knowledge of core internet technologies like DNS, HTTP & TLS
• An understanding of the OSI model
• Experience in any IT or security operations, technical support, or research related role
• Scripting ability in a popular coding languages
• Desire to contribute to the processes and policies that scale our organization as we grow
• Maintain runbooks and create new ones when needed
• Self-motivated and able to work independently, but also thrives in a supportive team environment
• Experience troubleshooting WAF products
• Fluency in English (both spoken and written) required and you know how to adapt content for different audiences
• Communicate with clients to resolve concerns and escalations; monitor and manage service-impacting issues through resolution to ensure client satisfaction
• Focused on delivering exceptional customer experiences

Work Hours:

• Monday to Friday each week around core hours 9am - 6pm

Work Location & Travel Requirements:

This position is open to the following preferred office locations:

• Denver, CO 

Fastly currently embraces a largely hybrid model for most roles which allows employees flexibility to split their time between the office and home, with at least two days per week in the office.

This position will require travel as required by your role or requested by your manager.

SF / LA Fair Chance Ordinance Statement

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Salary:

The estimated salary range for this position is $75,550 to $90,660.

Starting salary may vary based on permissible, non-discriminatory factors such as experience, skills, qualifications, and location.

This role may be eligible to participate in Fastly’s equity and discretionary bonus programs.

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