[Hiring] Security Support Engineer @Fastly

Role Description

Leveraging our growing security product suite, a Security Support Engineer contributes real world security insights to Fastly and our customers as part of our Security Product Support (SPS) team, as we address Internet-scale threats.

The SPS team provides operational support for Fastly’s security products and services. Security Support Engineers within this team focus on delivering outstanding security product services to our customers. The team works with the operations, product engineering, and customer organizations internally to respond to security product issues faced across Fastly’s entire base of security customers.

What You'll Do:

• Provide product support for Fastly's security products, including our Next-Gen WAF, to customers across the globe.
• Assist with product installation, configuration, troubleshooting, and triage of security incidents.
• Help customers establish and secure their web applications, debug WAF deployment configurations, and resolve technical issues.

Security Support Engineers are responsible for the following:

• Manage incoming customer inquiries.
• Deliver exceptional support for customer security concerns.
• Ensure high-quality customer interactions.
• Conduct thorough troubleshooting and triage of customer-reported issues related to WAF and other security product functionalities.
• Document common issues, solutions, and best practices to contribute to internal knowledge bases and runbooks.
• 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.

Qualifications

• Strong interest in infosec and application security.
• A foundational understanding of common web application vulnerabilities (e.g., OWASP Top 10).
• Working knowledge of core internet technologies like DNS, HTTP, and TLS.
• Some experience with command line Linux server environments (Windows Server a plus).
• An understanding of the OSI model.
• 1+ years of experience in a technical support, DevOps, or Solutions Engineering role, ideally focused on application security, web infrastructure, or cloud environments.
• Familiarity with configuring, deploying, or managing applications in cloud environments (e.g., AWS, Azure, GCP) or using CI/CD pipelines is a plus.
• Practical troubleshooting experience with WAF products, network proxies, or application delivery controllers.
• Scripting ability in popular coding/scripting languages.
• Desire to contribute to the processes and policies that scale our organization as we grow.
• Self-motivated and able to work independently, but also thrives in a supportive team environment.
• Fluency in English (both spoken and written) required, and ability 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

• Tuesday to Saturday each week around core business hours: 9am - 6pm - EST.

Work Location(s) & Travel Requirements

• This position is open to the following preferred office locations: Remote (US-East hours).
• This position will require travel as required by your role or requested by your manager.

Salary

• The estimated salary range for this position is $90,650 - $108,780.
• 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.
• We support our teams with great benefits that start on the first day of your employment with Fastly.

AI Statement

To ensure a fair and equitable interview process for everyone, the use of AI technologies—including real-time transcription tools, automated scripts, AI copilots, or external assistants—is strictly prohibited during the interview process unless explicitly authorized by the company in advance. Unauthorized use of AI tools may result in disqualification.

Why Fastly?

• We have a huge impact.
• Fastly is a small company with a big reach.
• We value diversity.
• We are passionate.
• We’re always looking for humble, sharp, and creative folks to join the Fastly team.

Application Process

A fully completed application and resume or CV are required when applying. All job applications must be submitted through our official careers site at www.fastly.com/about/careers .

Fastly is committed to ensuring equal employment opportunity and to providing employees with a safe and welcoming work environment free of discrimination and harassment.