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 Vimeo, Pinterest, The New York Times, and GitHub.

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

We seek an empathetic, curious, and solution-oriented IT Support Engineer to provide compassionate technical assistance to our diverse user base. You will collaborate with your team and users to understand needs, build trust, and find effective solutions. Your interpersonal skills and technical expertise will enable you to resolve a variety of requests while ensuring users feel heard and supported. You will maintain system performance, respond thoughtfully to tickets, and honor agreed-upon procedures and metrics. Your ability to connect with others will contribute to an environment where both technology and people thrive, aligning with our vision of a workplace that values and supports all individuals.

What You'll Do:

• Work compassionately with our creative users on resolving their issues, including requests and break/fix tickets
• Play a crucial role in the team’s success by participating in a ticket triage rotation to assign out incoming tickets
• Connect with our diverse user base as you troubleshoot with them in person during your IT Support Desk staffing rotation
• Collaborate with your team members to find effective solutions to complex problems, helping you to master valuable new skills
• Welcome new employees to the company during IT Support’s “IT Onboarding” class by assisting users with setting up their new hardware and access
• Provide essential support to our users outside of business hours during an on-call rotation by responding to high-priority issues within the team’s SLAs

What We're Looking For: 

• Experienced IT support professional adept at independently resolving complex issues, tackling unfamiliar challenges, and finding innovative solutions through systematic problem-solving
• Self-motivated, proactive, and adaptable, able to work autonomously, make sound judgments, and manage priorities effectively while maintaining high-quality support in a fast-paced, asynchronous team environment
• Customer-centric, collaborative team player committed to delivering exceptional service, building strong user relationships, and contributing to a positive work environment
• Proficient in using and troubleshooting Okta, Google Workspace, Slack, Zoom, and Zoom Rooms
• Demonstrated experience troubleshooting macOS and Windows operating systems on Apple, Dell and Microsoft hardware platforms
• Skilled in troubleshooting iOS and Android mobile devices, with knowledge of MDM platforms such as Jamf and Google

We’ll be super impressed if you have experience in any of these: 

• Proficiency with project management and collaboration tools, specifically Confluence, Jira, and/or Zendesk
• Hands-on experience with Linux (Ubuntu) operating system on Dell hardware platforms
• Familiarity with macOS device management tools, specifically Jamf or Munki

Work Hours:

• This position will require you to be available during core business hours.
• This position will require you to work from the London Office (Central Zone 1) at least three days per week, from 9AM-6PM local time.
• The ideal candidate would be able to work until roughly 6 PM local time to facilitate collaboration with the rest of the team.

Work Location & Travel Requirements:

This position is open to the following preferred office locations:

• London, England

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

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 designed to meet your needs. Our offerings may vary depending on the country where you work and are subject to change.

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.

We’re 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.

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 candidateaccommodations@fastly.com or 501-287-4901. 

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