[Hiring] Manager, Customer Support Engineering @Fastly

Role Description

The Customer Support Engineering (CSE) team is the primary interface for Fastly customers navigating our edge cloud platform. As a Manager of CSE, you manage the people, processes, and performance of a unified Tier 1, 2, and 3 team. You ensure we deliver a transparent, technical, and empathetic support experience. You bridge the gap between front-line queues and deep escalation investigations. Additionally, you manage dedicated Mission Control Engineers (MCEs) supporting our proactive Mission Control Program (MCP).

The MCP is Fastly's dedicated initiative for proactive observability, strategic advocacy, and specialized event management. It acts as a strategic evolution from reactive troubleshooting to a highly predictable, scalable, and sustainable observability operation, ensuring our platform and support scale seamlessly to protect our strategic customers during their highest-traffic events.

What You'll Do:

• Multi-Tier Team & Program Leadership: Lead and motivate a distributed team of T1/T2/T3 engineers, including dedicated MCE resources. Ensure the MCP scales seamlessly to protect strategic customers during high-traffic events. Coach technical staff from reactive Operators into strategic Owners.
• Delivery & Execution: Identify workflow bottlenecks. Remove roadblocks and create realistic project timelines. Deliver time-sensitive projects on schedule. Oversee standardized runbooks and After-Action Report (AAR) handoffs to Engineering and Product for MCP engagements.
• Strategic Resource Governance: A “Swarm” is a CSE-led approach to resolving complex customer issues with a broader internal technical group of subject matter experts, managers monitor swarm health and audit cases for adherence to the Rules of Engagement. Apply Must Have, Should Have, Could Have, Won't Have (MoSCoW) and Eisenhower matrices to prioritize team efforts. Use the Eliminate, Automate, Delegate, Simplify (EADS) model to optimize programmatic health.
• Technical Escalation & Matrix Ownership: Oversee the team's handling of complex service issues. Serve as the Accountable party in the Responsible, Accountable, Supportive, Consulted, Informed (RASCI) framework. Ensure your team navigates the Escalation Matrix (Tier 3 -> Product Management (PdM) -> Performance Programs) and adheres to Service Level Objectives (SLOs).
• Collaboration & Communication: Communicate effectively to technical and business audiences. Build effective relationships with cross-functional managers. Synthesize Risks, Assumptions, Issues, Decisions (RAID) logs into Executive Summaries. Ensure the MCP implements formalized "Bad-day" incident triage protocols. Adhere to Brand Editorial Standards.
• Operational Excellence & Metric Sustainment: Manage team budgets and monitor staffing needs. Drive your team toward specific annual goals. Maintain >97% Customer Satisfaction (CSAT), resolve Tier 3 cases in under 5 days, and keep engineering escalation rates <15%. Manage PagerDuty, shift scheduling, and Paid Time Off (PTO). Drive continuous platform improvement by managing Information Technology Infrastructure Library (ITIL) problem management and cross-functional reviews.
• Customer Focus: Build a team that puts customers at the center of objectives. Understand how the services your team provides offer value to the customer. Enable proactive observability, ensuring MCEs provide early anomaly detection to reduce fatigue and increase customer confidence.

Qualifications

• 5+ years of experience in a people management role having managed 5-10 people in a hybrid work environment.
• Proven track record of leading high-performing, senior technical support, Escalation, or systems engineering teams.
• In-depth knowledge of Fastly products and services or equivalent expertise in Content Delivery Networks (CDNs), cloud technologies, and web architecture.
• Proven experience managing teams to strict Service Level Agreements (SLAs).
• Deep-seated passion for customer success.
• Proven ability to thrive and lead in a high-pressure, 24/7 issue-driven environment.

Requirements

• Hands-on coding experience beyond Varnish Configuration Language (VCL) (e.g., JavaScript, Rust, Go, or C).
• Certifications such as ISO/IEC 20000 Lead Implementer, Lean Six Sigma Facilitator, or RAID Log Practitioner.
• Knowledge of Workforce Management (WFM) principles and capacity planning.

Benefits

• Comprehensive benefits package including medical, dental, and vision insurance.
• Family planning, mental health support along with Employee Assistance Program.
• Insurance (Life, Disability, and Accident).
• Flexible Vacation policy and up to 18 days of accrued paid sick leave.
• 401(k) (including company match) and an Employee Stock Purchase Program.
• 12 paid local holidays and 12 paid company wellness days for 2026.