Customer Support Engineer - East Coast or West Coast Remote

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: August 15, 2025

Anticipated Posting Close Date*: October 14, 2025

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

Customer Support Engineer

Fastly is seeking Customer Support Engineers to diagnose and debug customer issues with technical curiosity. Candidates should excel in communication, confidently guiding customers through complex problems. A passion for customer advocacy is essential, as CSEs will collaborate with product, engineering, and sales teams. The role involves handling a diverse range of technical support and networking tickets, while ensuring high standards of service. Ideal candidates will have a strong written voice and a comprehensive understanding of Fastly’s products.

What You'll Do:

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

What We're Looking For:

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

We’ll be super impressed if you have experience in any of these: 

• 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

Work Hours:

• This position is available for one the following schedules:
  • Tuesday - Saturday  11am - 8pm PST
  • Sunday - Thursday 11am - 8pm PST
  • Tuesday - Saturday 7am - 4pm EST
• This position will require an estimated 12-24 hours per month on-call.

Work Location(s) & Travel Requirements: 

This position is a remote role and open to candidates residing in the following locations: East Coast USA, West Coast USA or Remote USA willing to work the required days and hours.

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

Fastly currently embraces a largely hybrid model for most roles which allows employees flexibility to split their time between the office and home if within a commutable distance to a Fastly office. 

Salary: 

The estimated salary range for this position is $72,000 to $100,000. 

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.

Benefits: 

We care about you. Fastly works hard to create a positive environment for our employees, and we think your life outside of work is important too. We support our teams with great benefits that start on the first day of your employment with Fastly. Curious about our offerings? 

• We offer a comprehensive benefits package including medical, dental, and vision insurance. Family planning, mental health support along with Employee Assistance Program, Insurance (Life, Disability, and Accident), a Flexible Vacation policy and up to 18 days of accrued paid sick leave are there to help support our employees. We also offer 401(k) (including company match) and an Employee Stock Purchase Program. For 2025, we offer 11 paid local holidays, 11 paid co