Customer Support Engineer, Tier III

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.

Customer Support Engineer, Tier III

The Customer Support or TLS Support Engineer Tier 3  (CSE/TLS T3) position serves as an escalation point for Customer Support Engineering (CSE). Though this role is not burdened with explicit management obligations, leadership functions such as onboarding, training, continuing education, and the assistance of new team members are required. In addition, Tier 3 Support Engineers are responsible for regularly interfacing with respective peers in Fastly's Engineering and Product teams in order to serve as a central communication hub as features and products ship. Tier 3's should also regularly interface with Tier 3 peers and management to continuously evaluate and improve existing support workflows, training, and daily operations.

Tier 3s will be internal and external standard bearers of the Fastly product, platform, and brand.

What You'll Do

• Regularly communicate with engineering and product team leads, and serve as a source of information dissemination to the rest of the customer engineering team.
• Take an active role in the training of Senior Customer Engineers and Customer Support Engineers
• Be responsible for customer support, though their tickets will be extremely complex.
• Assist CSEs or high value customers during customer impacting ICs.

Work Hours: This position will require you to be available during core business hours.

What We're Looking For

Tier 3 is viewed as an internal growth role for someone who has demonstrated a deep understanding of Fastly’s internal systems. The ideal candidate has showcased their ability to debug and solve edge cases with little oversight. An ideal candidate would feel comfortable in front of our customers, actively debugging while explaining what they are looking for, in a high pressure environment.

• Writes primary sections of internal and external documentation and can be counted on as a technical and voice reviewer for nearly any customer or internal piece of content, including Fastly Service Advisories.
• Submits multiple bug reports, well-scoped feature requests, and repeatedly demonstrates the ability to collaborate with multiple engineering stakeholders across teams to diagnose, review, and deploy bug fixes or minor feature improvements. 
• Assists with customers in person, or in live settings, and can simultaneously manage account expectations while diagnosing and solving technical problems.
• Habitually earns the trust of multiple Fastly organizations as a representative of and advocate for the customer. 
• Drives and shapes the future of Fastly’s written support standards, serving as a teacher and example for other team members.
• Take part in ticket reviews, especially for those covering their area of expertise.

Basic Qualifications:

• Repeated evidence of masterful written, verbal, and mass communication skills are a prerequisite for this role.
• Tier 3s must be able to accurately understand all Fastly customer-facing  production systems. 
• Tier 3s will need to assist with debugging and replicating issues while working directly with the engineering teams of those systems.
• For Tier 3 TLS: 
  • An understanding of both TLS and DNS as a protocol and advanced troubleshooting ability
  • Knowledge of CAs and CAB Forum baseline requirements.

Preferred Qualifications:

• Coding experience beyond VCL
• Product management experience
• Project management experience
• Networking experience

Work Location(s) & Travel Requirements 

This position is a remote role and open to candidates residing in the following locations: Denver, Colorado, US Remote (All US)

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

Salary

The estimated salary range for this position is $89,880 to $118,960.

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

This role may be