Customer Support Engineer

3 weeks ago

Melbourne, Victoria, Australia Fastly Full time
Overview

Customer Support Engineer, remote/hybrid, Melbourne Australia — Fastly's edge cloud platform enables customers to create great digital experiences quickly, securely, and reliably by processing, serving, and securing applications at the edge of the Internet.

Fastly's goal is to create the best tools for people who scale the internet, rooted in a strong support culture. The role involves diagnosing and debugging customer tickets, clear communication, and guiding customers through the debugging process with confidence.

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 processes and policies that scale our support organization as we grow
What We're Looking For
  • Recommended minimum of 2+ years of experience in customer support or a sysadmin role
  • Strong written communication skills in English, and experience supporting customers via email, chat, ticketing system or phone
  • Demonstrated understanding of one or more programming languages
  • Demonstrated understanding of Unix/Linux environments
  • Ability to debug networks and protocols using tools like cURL, traceroute, nc, or other network diagnostic tools
We'll be super impressed if you have experience in any of these
  • Previous experience in CDN, security, web performance, or cloud environments
  • Self-starter, curious and motivated without needing to be pushed
  • Japanese read/write capabilities
Work Hours
  • This position requires work Sunday - Thursday and rotating weekend shifts every 4-6 weeks. Weekend shifts cover 1pm - 7pm AEST.
Work Location & Travel
  • Melbourne, Australia. This is a remote role, but may evolve into a hybrid role (1 day per week) when an office opens in Melbourne
  • Occasional travel to the US may be required
Benefits

Fastly offers a comprehensive benefits package that starts on day one and may vary by country. We care about you and your life outside of work.

Why Fastly?
  • We have a huge impact: a small company with a big reach, supporting open source projects and initiatives
  • Distributed teams: global presence with in-person new-hire orientation options
  • Diversity and inclusion: a culture where employees can bring their authentic selves
  • Passion and variety: a team with diverse backgrounds and interests

We're always looking for humble, sharp, and creative folks to join the Fastly team. A fully completed application and resume or CV are required when applying.

Fastly is committed to equal employment opportunity and maintaining a safe, welcoming work environment free of discrimination and harassment. Our employment decisions are based on business needs, job requirements, and individual qualifications.

For accommodations related to the application or interview process, contact candidateaccommodations@fastly.com or 501-287-4901. Fastly collects and processes personal data in accordance with our Privacy Policy. See the privacy notice for job applicants.


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