Job Description
<div class="content-intro"><p>Fastly helps people stay better connected with the things they love. Fastly’s 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. Fastly’s customers include many of the world’s most prominent companies, including GitHub, Yelp, Paramount, and JetBlue.</p>
<p>We're building a more trustworthy Internet. Come join us.</p></div><p>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.<br><br>Senior Customer 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. <br><br>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. <br><br><strong>What You'll Do:</strong></p>
<ul>
<li>Manage customer CDN configurations over email and chat</li>
<li>Communicate customer needs and requirements with the engineering, product and sales teams</li>
<li>Contribute to our customer facing documentation when necessary</li>
<li>Contribute to the processes and policies that scale our support organization as we grow</li>
</ul>
<p><br><strong>What We're Looking For:</strong></p>
<ul>
<li>Recommended minimum of 2+ years of experience in customer support or sysadmin role</li>
<li>Strong written communication skills in English and Japanese, and experience supporting customers via email, chat, ticketing system or phone</li>
<li>Demonstrated understanding of one or more programming languages</li>
<li>Demonstrated understanding of *nix environment</li>
<li>Ability to debug network and protocol using cURL, traceroute, nc or other network diagnostic tools</li>
</ul>
<p><br><strong>We’ll be super impressed if you have experience in any of these:</strong></p>
<ul>
<li>Previous experience in CDN, security, web performance, cloud environments</li>
<li>Demonstrated self-starter, showing curiosity and motivation without being pushed</li>
</ul>
<p><br><strong>Work Hours:</strong></p>
<ul>
<li>This position will require you to work Tuesday - Saturday.</li>
<li>This position will require you to take rotating weekend shifts every 4-6 weeks. During these shifts, work coverage is 1pm - 7pm AEST.</li>
<li>This position will require you to be available during core business hours.</li>
</ul>
<p><br><strong>Work Location(s) Travel Requirements:</strong></p>
<p>This position is open to the following preferred location only:</p>
<ul>
<li>
<ul>
<li>Australia. This is a remote role, however may evolve into a hybrid role (1 day per week) when we open an office site in Melbourne</li>
<li>This role may require occasional travel to the US </li>
</ul>
</li>
</ul><div class="content-conclusion"><p><strong>Why Fastly?</strong></p>
<ul>
<li>
<p><strong>We have a huge impact.</strong> Fastly is a small company with a big reach. Not only do<a class="external- ... (truncated, view full listing at source)