Associate Soc Analyst

We're building a more trustworthy Internet. Come join us.

**Associate Customer Security Operations Center (CSOC) Analyst (Japanese-speaking) - Melbourne, Australia**

Leveraging our growing security product suite, an Associate CSOC Analyst contributes real world security insights to Fastly and our customers as part of our Customer Security Operations Center (CSOC) team, as we address Internet-scale threats.
The CSOC team provides operational support for Fastly's security products and services. Associate Analysts within this team focus on delivering outstanding security product services to our customers. The team works with the security, operations, and customer organizations internally to respond to security threats faced on the Internet today.

**What You'll Do**:

- Manage incoming customer inquiries
- Deliver exceptional support for customer security concerns
- Ensure high-quality customer interactions
- Conduct thorough troubleshooting and triage of customer-reported issues related to WAF and other security product functionalities
- Document common issues, solutions, and best practices to contribute to internal knowledge bases and runbooks
- Address inquiries and alerts in accordance with established Service Level Agreements (SLAs)
- Contribute to the development of scalable organizational processes and policies
- Escalate complex issues to senior team members as required

**What We're Looking For**:

- **Fluency in Japanese and English (essential)**:

- Working knowledge of core internet technologies like DNS, HTTP, and TLS
- Some experience with command line Linux server environments (Windows Server a plus)
- An understanding of the OSI model
- Scripting ability in popular coding/scripting languages
- Desire to contribute to the processes and policies that scale our organization as we grow
- Self-motivated and able to work independently, but also thrives in a supportive team environment
- Fluency in English (both spoken and written) required, and you know how to adapt content for different audiences
- Communicate with clients to resolve concerns and escalations; monitor and manage service-impacting issues through resolution to ensure client satisfaction
- Focused on delivering exceptional customer experiences

Work Hours:
**Wednesday to Sunday** each week around core business hours: 9am - 6pm

**Work Location(s) & Travel Requirements**:
This position is remote, but you must reside within a reasonable commuting distance of Melbourne, Australia
This position will require travel as required by your role or requested by your manager

**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?

**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 and 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.** Fastly's 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 we're 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.
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