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 company wellness days.

Why Fastly?

We have a huge impact. Fastly is a small company with a big reach. Not only do have a tremendous user base, but we also support a growing number of. Outside of code, employees are encouraged to share causes close to their heart with others so we can help lend a supportive hand.

We love distributed teams. Fastly’s home-base is in San Francisco, but we have multiple offices and employees sprinkled around the globe. As a new hire, you will be able to attend our IN-PERSON new hire orientation in our San Francisco office! It is an exciting week-long experience that we offer to new employees to build connections with colleagues across Fastly, participate in hands-on learning opportunities, and immerse yourself in our culture firsthand.

We value diversity. Growing and maintaining our inclusive and diverse team matters to us. We are committed to being a company where our employees feel comfortable bringing their authentic selves to work and have the ability to be successful -- every day.

We are passionate. Fastly is chock full of passionate people and we’re not ‘one size fits all’. Fastly employs authors, pilots, skiers, parents (of humans and animals), makeup geeks, coffee connoisseurs, and more. We love employees for who they are and what they are passionate about.