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.

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Posting Open Date: 11/25/24

Anticipated Posting Close Date*: 1/25/25

*Job posting may close early due to the volume of applicants.

Customer Solutions Engineer

Fastly is looking for a passionate and exceptional Customer Solutions Engineer to be the primary technical contact and trusted advisor for Fastly customers, building long term customer relationships with a foundation of proactive and thorough assistance.  This role requires the technical expertise and the focus of client driven communications to act as the primary contact for some of our largest and most critical clients. Internally within Fastly, we title this role as a Senior Cloud Engineer. 

A Customer Solutions Engineer (Senior Cloud Engineer) will have broad technical expertise including cloud, system, and Fastly architecture, along with scripting/software development capabilities and an advanced understanding of networking protocols (HTTP, TCP). 

Additional responsibilities will include working with the account management team to develop customer specific strategy, building and maintaining technical relationships across multiple key stakeholders within an account, and handling of customer escalations. Collaborating with many teams across Fastly, this role requires leveraging technical expertise, close relationships, and communication skills to help drive customer initiatives and growth, coordinate support assistance and escalations, and effectively become an extension of the customer’s teams. The Sr. CE will be responsible for the technical mentorship and advisement on deals within their vertical.

What You'll Do:

• As the resident Fastly architect for your customer, you are an extension of the customer’s technical team, and represent and champion the customers needs within Fastly
• Develop technical relationships with multiple customer contacts to build a deep understanding of their team, infrastructure, plans, and problems they are encountering. Demonstrate an ability to present technical concepts in a streamlined manner Display a level of comfort in working with technical devops contacts as well as various levels in the customer org
• Post sales implementation of Fastly products, such as logging endpoints, image optimization and VCL coding while documenting key aspects of the customer’s configuration for troubleshooting and engagement 
• Identify key challenges across an account (or internal org), sometimes before they are verbalized, and develop alternatives and solutions that balance impact and effort. Partner internally to provide a comprehensive ticket escalation and support
• Help investigate and recommend ways to improve customer implementation and utilization of Fastly’s product portfolio, partnering with Sales and Account Management
• Be your customer's champion and advocate within Fastly, responsible for tracking and reporting on the health of your customer accounts. Develops mutually beneficial solutions to customer tasks, balancing customer impact and Fastly cost/effort
• Take initiative in adopting organizational changes and sharing progress/impact with the team. Add thought leadership to the team, while engaging others to contribute
• Provide constructive feedback and coaching. Mentor new Cloud Engineers to strengthen their technical expertise as it relates to your area of specialty
• Be an effective communicator. Internally represent your accounts with all levels of management including risks, new opportunities, and technical requirements 
• Work hands-on with CS and Sales Leaders along with internal teams and customers on any support requests or problems for assigned customers, driving escalation as necessary depending on severity
• Assist in developing strategy for and participation in regularly scheduled customer meetings on-site and by video/phone as necessary

What We're Looking For: 

• At least 8+ years of related experience in Pre-Sales or Post-Sales in Sales Engineering, Technical Support, Technical Account Management, or Professional Services type roles, ideally with a background in CDNs, Cloud, and/or internet infrastructure products
• Success as a relationship builder and collaborator with amazing verbal and written communication skills
• Strong technical background and customer orientation
• Empathy and understanding of the customer
• Technical experience with:
  • HTTP, TCP, TLS, DNS, and other common protocols
  • Scripting languages and web platforms, especially Varnish and VCL.nix operating systems
• Underlying internet technologies
• Clear understanding of network & system management solutions
• Superior organizational and project management skills

Work Hours: 

• This position will require you to be available during core business hours. 
• While most duties will be performed during normal business hours, there is an occasional requirement for a flexible schedule as necessary based on customer needs.

Work Locations & Travel Requirements:

This position is open to the following preferred office locations:

• San Francisco, CA
• Denver, CO
• New York, NY

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.

• Capable and willing to travel for customer meetings as necessary.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Salary:

The estimated salary range for this position is $129,470 to $179,820

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), a Flexible 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 2024, 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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