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.

Fastly’s Customer Escalation Management (CEM) team is an extension of our larger Customer Experience program and has been established to continuously collaborate with strategic teams across the organization to ensure optimal customer and partner awareness for planned events (scheduled maintenance, required customer updates, etc.) and prompt notification of unplanned performance impact (incidents with performance degradation, service unavailability, etc.). 

The Escalation Manager (EM) facilitates these customer communications by managing to our Status Page (https://www.fastlystatus.com). As Fastly continues to add more products, services and partners to the Fastly, Inc. ecosystem, the EM will be accountable for updates to our Status Page infrastructure. Updates Include testing both internally with stakeholders and externally with Enterprise Support Level customers from our sandbox environment prior to deploying updates into production.

In addition to managing our Status Page, the EM will be responsible for delivering a variety of clear service advisories both internally to cross-functional partners and externally to our customers and partners. These advisories are commonly referred to as: 

• Fastly Service Advisories (FSAs) and Fastly Security Advisories (FSecA)

This role is responsible for effectively capturing any FSA-Promises (or FSAPs) shared with customers from our advisories. Similar to formal problem-solving methods, typically used in program/project management, the FSAP is intended to capture any incomplete action items shared in an FSA or FSecA and then monitor the actions until it has been realized by key subject matter experts. The EM establishes a cadence of management reviews with their subject matter experts, or internal partners, to ensure all actions communicated to our customers and partners are effectively deployed and achieve their desired result, to improve customer experience. 

What You'll Do

• Act as a customer advocate during planned and unplanned (priority three and two) acute incident response practices, facilitating customer updates on our status page and collaborating with customer-facing teams on ticket level responses, as required (On-call - Weekend and Holiday Rotations)
• Ensure key details about recent customer-impacting events or incidents are promptly assembled for Fastly advisory practices, and advocate for the proper distribution strategy by evaluating the level of severity and overall customer impact/temperature post-event or incident
• Collaborates with various engineering and product teams to track and monitor open action items shared within Fastly advisories to our customers, and writes update/completed summaries with customer-facing teams throughout the Revenue and Client Services organizations
• As the record keeper of all customer communications (status post, advisories, and action item tickets) the individual in this position reviews all of their reports for data integrity, ensuring detailed and clear customer data for cross-functional management reviews and continual improvement initiatives
• Performs to set Service Level Objectives (SLOs) that are designed to deliver prompt and consistent performance at defined levels of quality for our customers and partners 

What We're Looking For

• Skilled in problem-solving techniques or project/product management with emphasis in how to facilitate proper root cause or cause and effect analysis practices across cross-functional teams and varying levels of management
• Strong abilities, validated in previous roles, to keep calm under pressure and multitask in a fast-paced and multifaceted environment
• Excellent written communication skills and experience supporting customers and/or customer-facing teams
• Customer-centric demeanor and focus on providing transparent and best-in-class service for customers and partners
• Fluent spoken and written English required, tailoring depth to be a good fit for varying audiences 

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

• Risk management exposure that includes how to properly conduct a failure mode effects analysis with experience rating customer requirements
• Proficient knowledge of ITIL Management or ISO 20000 Service Management System methods

Work Hours:

• This position will require you to be available during core business hours. 
• This position will require you to be reachable during planned weekend and holiday on-call rotations.

Work Location(s) & Travel Requirements: 

This position is open to the following preferred office locations:

• Denver, CO 

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

This position may require travel as required by your role or requested by your manager.

Salary:

The estimated salary range for this position is $97,070.00 to $142,750.00. 

Starting salary may vary based on permissible, non-discriminatory factors such as experience, skills, qualifications, and location.

This role may be eligible to participate in Fastly’s equity and discretionary bonus programs.

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 including medical, dental, and vision insurance. Family planning, mental health support along with Employee Assistance Program, Insurance (Life, Disability, and Accident), an open vacation policy and up to 18 days of accrued paid sick leave are there to help support our employees. We also offer 401(k) (including company match) and an Employee Stock Purchase Program. For 2023, we offer 10 paid local holidays, 11 paid company wellness days. 

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. 

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