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Fastly // edge cloud platform
Engineering, Full Time    London    Posted: Thursday, January 16, 2020
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Fastly helps people stay better connected with the things they love. Fastlys edge cloud platform enables customers to create great digital experiences quickly, securely, & reliably by processing, serving, & 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, & to support agile software development.

Fastlys customers use our edge cloud platform to ensure concertgoers can buy tickets to the live events they love, travelers can book flights seamlessly & embark on their next great adventure, & sports fans can stream events in real time, across devices. They include many of the worlds most prominent companies, including Spotify, Alaska Airlines, Hulu, The New York Times, & Ticketmaster

Were building a more trustworthy Internet. Come join us.

Customer Support Engineer

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

The ideal candidate should be a master of written voice & have the technical curiosity & experience necessary to understand Fastlys product from end to end. Theyll be working with our marketing, engineering, & 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 & rewarding problems on a daily basis.

What you'll do

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

What we're looking for

  • 3+ years related professional work experience
  • Strong written communication skills
  • Demonstrated understanding of one or more programming languages
  • Demonstrated understanding of *nix environment
  • Ability to debug connections using cURL, traceroute, telnet & other network diagnostic tools
  • Bachelor's degree in Computer Science or similar IT discipline & 2+ or 5+ years equivalent experience
  • Ability to multitask in a fast-paced & dynamic environment. Calm under pressure, with customer empathy & a strong desire to help.

What you might have

  • Prior CDN, support, or sysadmin experience a plus
  • Pythonskills & Linux experience would be a plus
  • Bachelor's degree in Computer Science or similar IT discipline & 2+ years equivalent experience
  • Ability to multitask in a fast-paced & dynamic environment. Calm under pressure, with customer empathy & a strong desire to help.
  • Fluency in French, Spanish, German or Swedish as well as English.

The team is structured with career development in mind, giving you a clear path to grow your skills within the team & move up to more senior engineering roles, Technical Account Management or stay & develop in our Technical Support Teams.

Why Fastly?

  • We have a huge impact. Fastly is a small company with a big reach. Not only do our customers have a tremendous user base, but we also support a growing number of open source projects & initiatives. 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. Fastlys home-base is in San Francisco, but we have multiple offices & employees sprinkled around the globe. In fact, 50% of our employees work outside of SF! An international remote culture is in our DNA.
  • We care about you. Fastly works hard to create a positive environment for our employees, & we think your life outside of work is important too. We support our teams with great benefits like up to 20 weeks of paid parental leave, options for free medical/dental/vision plans, & an open vacation program that enables our folks to take the time they need to recharge (some benefits may vary by location).
  • We value diversity. Growing & maintaining our inclusive & diverse team matters to us. We are committed to being a company where our employees feel comfortable bringing their authentic selves to work & have the ability to be successful -- every day.
  • We are passionate. Fastly is chock full of passionate people & were not one size fits all. Fastly employs authors, pilots, skiers, parents (of humans & animals), makeup geeks, coffee connoisseurs, & more. We love employees for who they are & what they are passionate about.

Were always looking for humble, sharp, & creative folks to join the Fastly team. If you think you might be a fit please apply!

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