Fastly
Customer Support Engineer - East Coast or West Coast Remote
Fastly, Portland, Oregon, United States, 97204
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. We're building a more trustworthy Internet. Come join us. 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. 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. Salary The estimated salary range for this position is $72,000 to $100,000. Benefits 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. Fastly is committed to ensuring equal employment opportunity and to providing employees with a safe and welcoming work environment free of discrimination and harassment. Our employment decisions are based on business needs, job requirements and individual qualifications. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, family or parental status, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
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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. We're building a more trustworthy Internet. Come join us. 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. 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. Salary The estimated salary range for this position is $72,000 to $100,000. Benefits 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. Fastly is committed to ensuring equal employment opportunity and to providing employees with a safe and welcoming work environment free of discrimination and harassment. Our employment decisions are based on business needs, job requirements and individual qualifications. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, family or parental status, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
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