Associate Customer Support Engineer

Fastly helps people stay better connected with the things they love. Fastlys 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. The platform is designed to take advantage of the modern internet to be programmable and to support agile software development. Fastlys customers include many of the worlds most prominent companies including Vimeo Pinterest The New York Times and GitHub.

Were building a more trustworthy Internet. Come join us.

Posting Open Date : 11 / 10 / 2025

Anticipated Posting Close Date

• : 1 / 10 / 2026
• Job posting may close early due to the volume of applicants.

Associate Customer Support Engineer (US-Remote)

Fastly is looking for passionate support professionals to continue our high standard of support as well as scale and improve our support systems as we grow. Fastlys goal of providing a fast and secure internet is rooted in great support. Its a core value and something that shapes our culture.

You should be an expert in written voice embrace details and have the curiosity and experience necessary to understand Fastlys products and customers. Youll be working with our legal security and engineering teams on behalf of our customer base so a passion for customer advocacy is essential.

The Associate CSE Role is responsible for following the processes set up to keep Fastly in line with legal requirements in regards to inbound claims about our customers. This includes but is not limited to DMCA phishing and child endangerment. An Assoc CSE is also responsible for working with the Law Team when it comes to handling edge cases that are not covered in our standard process documentation.

While working with our Support Engineering team the Associate CSE will be responsible for basic tickets outreach to our customers triaging customer issues and creating process documentation.

What Youll Do :

Communicate customer needs and requirements with the engineering product and sales teams

Add to our customer-facing documentation when necessary

Contribute to the processes and policies that scale our support organization as we grow

Respond to customer tickets and find solutions to their questions

Effectively triage and prioritize incoming abuse and acceptable use policy violations and apply the appropriate procedures for resolution.

Participate in ongoing training and education to continue to grow in this role

Assist with cases of abusive accounts DMCA / GDPR reports and related customer issues and decrease resolutions times for cases

Address customer cases questions and escalations in a timely and professional manner

Communicate internal and customer needs and requirements with the security legal and engineering teams

Contribute to our documentation for reporting cases and for mitigating cases

Abuse Tickets include :

Providing follow up for unresponsive customers

Verifying that contact information is correct

Following escalation pathways for non-standard tickets

Monitor for new and developing trends

Create macros and documentation driving best practices and suggest process improvements

For any customer potentially not acting in good faith work with the Law team to document and track all tickets not responded to

Track all work not documented in Zendesk in JIRA

Including but not limited to self guided learning creation of new macros or trainings tracking unresponsive customers

Create feature requests for the Abuse Tool as needed

Provide ticket QA for the broader CSE team

Deactivate customers who fall under the template for an abusive account

Provide detailed debugging and feature requests against our tooling

What Were Looking For :

Minimum of 1-2 years of experience in customer facing role

Familiarity with ticketing system (Salesforce JIRA) and documentation tools (Confluence Google Drive)

Familiarity with technical debugging processes coding languages and / or network routing

Strong written communication skills

Attention to detail and results oriented

Effective problem solving and analytical skills

Work Hours :

This position will require you to work during scheduled hours from 8 : 00am - 5 : 00pm or 9 : 00am - 6 : 00pm in the timezone employee resides.

Work Location(s) & Travel Requirements :

This position is open to Hybrid And Remote Work Locations.

The preferred locations for this position are :

San Francisco CA

Denver CO

Fastly currently embraces a largely hybrid model for most roles which allows employees flexibility to split their time between the office and home.

There is a strong preference for Hybrid near a local office. However we may be willing to consider remote candidates within the US.

This position may require travel as required by your role or requested by your manager.

SF / LA Fair Chance Ordinance Statement

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring Ordinance we will consider for employment qualified applicants with arrest and conviction records.

Salary :

The estimated salary range for this position is $61170 to $86352. This is a non-exempt role.

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 Fastlys 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 our customershave a tremendous user base but we also support a growing number of open source projects and 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. Fastlys 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 were 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.

Were always looking for humble sharp and creative folks to join the Fastly team. If you think you might be a fit please apply! A fully completed application and resume or CV are required when applying.

All job applications must be submitted through our official careers site at We will never request sensitive information such as your Social Security number bank account or credit card information during the application process.

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.

Consistent with the Americans with Disabilities Act (ADA) and federal or state disability laws Fastly will provide reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process to perform essential job functions and / or to receive other benefits and privileges of employment please contact your Recruiter or the Fastly Employee Relations team at or .

Fastly collects and processes personal data submitted by job applicants in accordance with our Privacy Policy. Please see our privacy notice for job applicants.

Required Experience :

IC

Key Skills

Electrical Engineering,SQL,Active Directory,VMware,OS,Windows,Trouble Shooting,Linux,SAN,Java,Technical Assistance,Setup,hardware,Technical Support,Software support

Employment Type : Full Time

Experience : years

Vacancy : 1

Monthly Salary Salary : 61170 - 86352