[Hiring] Senior Technical Support Engineer @Fastly

Role Description

Fastly’s goal of creating the best set of tools for people who scale the internet is rooted in great support. It's a core value, and something that shapes our culture. Fastly is looking for passionate support engineers to continue our high standard of support, as well as scale and improve our support systems as we grow.

Senior Support Engineers will have experience actively diagnosing and debugging customer tickets and will be technically curious; digging deep to find the answer to a tricky problem. Sr CSEs will be good communicators and will be able to handle customers in both positive and negative situations. They must be able to fully drive customers through the debugging process in confident control.

The ideal candidate should be a master of written voice, and have the technical curiosity and experience necessary to understand Fastly’s product from end to end. They’ll be working with our marketing, engineering, and sales teams on behalf of our customer base, so a passion for customer advocacy is essential. Also, no two support tickets at Fastly are alike, so support engineers will be dealing with a wide range of complex and rewarding problems on a daily basis.

What You'll Do:

• Manage customer CDN configurations over email and chat
• Communicate customer needs and requirements with the engineering, product and sales teams
• Contribute to our customer facing documentation when necessary
• Contribute to the processes and policies that scale our support organization as we grow

Qualifications

• Recommended minimum of 2+ years of experience in customer support or sysadmin role
• Strong communication skills in English and Japanese, and experience supporting customers via email, chat, ticketing system or by phone
• Demonstrated understanding of one or more programming languages
• Demonstrated understanding of Linux/ Unix environment
• Ability to debug network and protocol using cURL, traceroute, nc or other network diagnostic tools

Requirements

• Previous experience in CDN, security, web performance, cloud environments
• Demonstrated self-starter, showing curiosity and motivation

Work Hours

• This position will require you to work Monday - Friday, with occasion Saturday coverage required.
• Working hours are 8am - 5pm

Work Location(s) & Travel Requirements

• This position is open to the following preferred location only: Singapore (remote)

Benefits

• We have a huge impact.
• We value diversity.
• We are passionate.