Posting Open Date: 05/04/2026

Anticipated Posting Close Date*: 07/06/2026

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

Customer Support Engineer

The Fastly Edge Cloud Platform powers the best of the internet, and our Customer Support Engineering (CSE) — a key function within our broader Customer Experience organization — ensures customer experiences are a success through a transparent and timely support management system. This opening is for a Customer Support Engineer, Tier I, an entry-level position within our three-tiered team (Tier I, Tier II, and Tier III) that offers multiple opportunities for future career development within Fastly.

Fastly is seeking a technical expert for customers using our delivery and compute platforms. This role requires a strong understanding of internet protocols and the ability to advise on code updates that modify traffic at the network edge. You will not handle general IT or security (WAF/DDoS) tickets; instead, you will be the definitive expert on VCL logic, serverless compute, and the Fastly Control Panel.

What You'll Do:

• Programmable edge troubleshooting: Review our customer configurations and debug VCL logic and Compute (Wasm) applications, optimizing cache hit ratios, and manipulating HTTP headers.

• UI mastery: Guide customers through the Fastly Control Panel, RBAC configurations, and custom observability dashboards.

• High-velocity customer support: Resolve technical inquiries across email, chat, and Slack with a target first response time (FRT) of less than 30 minutes.

• Customer advocacy and continuous learning: Move beyond just fixing tickets by educating customers on edge architecture and troubleshooting methodologies. Actively seek out new mitigation strategies and triage tips, sharing your learnings and contributing to our established documentation.

• Omnichannel customer support: Resolve technical inquiries across email, chat (powered by Slack), and portal engagements, including live triage sessions over video or telephone conferences, with a target first response time (FRT) Service Level Agreement (SLA).

• ​​Collaborative escalation: Recognize when to ask for help. You will learn to properly escalate support cases to higher-tier teams to advocate for a timely resolution for our customers.

• Live event monitoring and on-call coverage: Monitor metrics during large network events and proactively report degradation to our customers. This role includes an on-call rotation managed by PagerDuty, covering weekends, select after-hours, and corporate holidays (which includes additional holiday pay).

What We're Looking For: 

• Experience: 2-4 years in a technical support, sysadmin, or network-focused role.

• Protocol proficiency: Demonstrated understanding of HTTP/s, TCP/IP, TLS, and DNS (must explain delivering a webpage in under 200 milliseconds).

• Program Language Proficiency: Recent coding bootcamp graduates with a focus in VCL, Python, Ruby/Go, JavaScript, Rust, etc. with a demonstrated entry to moderate level of efficiency.

• UI and API literacy: Proficiency navigating modern SaaS control panels and RESTful APIs via CLI.

• Customer-facing business acumen: Strong written communication skills and analytical skills with experience supporting customers via email, chat, ticketing system or phone

• Triage proficiency: Demonstrated understanding of network related telemetry and diagnostic tools

• Industry exposure: Demonstrated understanding of networking, including, BGP, internet routing, and the difference between transit and peering

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

• BA/BS degree or equivalent experience, major in engineering, computer science, or MIS a plus

• Experience with Varnish, Varnish Configuration Language

• Experience in the CDN or cloud computing industries

• Experience in review/diagnosing log tools (DataDog, New Relic, etc)

• Basic knowledge of Cloud Platforms (GCP, Azure, AWS)

Work Hours: 

• This position will require you to work a Tuesday - Saturday Shift EST hours.

• This position will require an estimated 12-24 hours per month on-call

Work Location(s) & Travel Requirements: 

This position is open to the following preferred office locations:

• New York, NY, US 

• Denver, CO, US

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

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 $77,060 to $108,780. 

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 2026, we offer 12 paid local holidays, 12 paid company wellness days.

Manager of Customer Support Engineering

About the Customer Support Engineering Team

The Customer Support Engineering (CSE) team is the primary interface for Fastly customers navigating our edge cloud platform. As a Manager of CSE, you manage the people, processes, and performance of a unified Tier 1, 2, and 3 team. You ensure we deliver a transparent, technical, and empathetic support experience. You bridge the gap between front-line queues and deep escalation investigations. Additionally, you manage dedicated Mission Control Engineers (MCEs) supporting our proactive Mission Control Program (MCP). The MCP is Fastly's dedicated initiative for proactive observability, strategic advocacy, and specialized event management. It acts as a strategic evolution from reactive troubleshooting to a highly predictable, scalable, and sustainable observability operation, ensuring our platform and support scale seamlessly to protect our strategic customers during their highest-traffic events.

What You'll Do:

• Multi-Tier Team & Program Leadership: Lead and motivate a distributed team of T1/T2/T3 engineers, including dedicated MCE resources. Ensure the MCP scales seamlessly to protect strategic customers during high-traffic events. Coach technical staff from reactive Operators into strategic Owners.

• Delivery & Execution: Identify workflow bottlenecks. Remove roadblocks and create realistic project timelines. Deliver time-sensitive projects on schedule. Oversee standardized runbooks and After-Action Report (AAR) handoffs to Engineering and Product for MCP engagements.

• Strategic Resource Governance: A “Swarm” is a CSE-led approach to resolving complex customer issues with a broader internal technical group of subject matter experts, managers monitor swarm health and audit cases for adherence to the Rules of Engagement. Apply Must Have, Should Have, Could Have, Won't Have (MoSCoW) and Eisenhower matrices to prioritize team efforts. Use the Eliminate, Automate, Delegate, Simplify (EADS) model to optimize programmatic health.

• Technical Escalation & Matrix Ownership: Oversee the team's handling of complex service issues. Serve as the Accountable party in the Responsible, Accountable, Supportive, Consulted, Informed (RASCI) framework. Ensure your team navigates the Escalation Matrix (Tier 3 -> Product Management (PdM) -> Performance Programs) and adheres to Service Level Objectives (SLOs).

• Collaboration & Communication: Communicate effectively to technical and business audiences. Build effective relationships with cross-functional managers. Synthesize Risks, Assumptions, Issues, Decisions (RAID) logs into Executive Summaries. Ensure the MCP implements formalized "Bad-day" incident triage protocols. Adhere to Brand Editorial Standards.

• Operational Excellence & Metric Sustainment: Manage team budgets and monitor staffing needs. Drive your team toward specific annual goals. Maintain >97% Customer Satisfaction (CSAT), resolve Tier 3 cases in under 5 days, and keep engineering escalation rates <15%. Manage PagerDuty, shift scheduling, and Paid Time Off (PTO). Drive continuous platform improvement by managing Information Technology Infrastructure Library (ITIL) problem management and cross-functional reviews.

• Customer Focus: Build a team that puts customers at the center of objectives. Understand how the services your team provides offer value to the customer. Enable proactive observability, ensuring MCEs provide early anomaly detection to reduce fatigue and increase customer confidence.

What We're Looking For:

• Experience: 5+ years of experience in a people management role having managed 5-10 people in a hybrid work environment. You need a proven track record of leading high-performing, senior technical support, Escalation, or systems engineering teams.

• Technical Acumen: In-depth knowledge of Fastly products and services. You can substitute equivalent expertise in Content Delivery Networks (CDNs), cloud technologies, and web architecture.

• Metrics-Driven Leadership: Proven experience managing teams to strict Service Level Agreements (SLAs). You use Key Performance Indicators (KPIs) and support platforms to provide business insights and drive operational decisions.

• Customer Empathy: A deep-seated passion for customer success. You have experience de-escalating tense customer situations with grace and technical authority.

• Crisis Management: Proven ability to thrive and lead in a high-pressure, 24/7 issue-driven environment.

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

• Hands-on coding experience beyond Varnish Configuration Language (VCL) (e.g., JavaScript, Rust, Go, or C).

• Certifications such as ISO/IEC 20000 Lead Implementer, Lean Six Sigma Facilitator, or RAID Log Practitioner.

• Knowledge of Workforce Management (WFM) principles and capacity planning.

Work Hours:

• This position requires your availability during core business hours.

• This position requires you to be reachable during planned weekend and holiday on-call rotations.

Work Location(s) & Travel Requirements: 

This position is a remote role and open to candidates residing in the following locations: 

• US-Central preferred: Illinois, Minnesota, Missouri, Wisconsin, Iowa, Arkansas, Louisiana, Mississippi, Alabama, Texas and Oklahoma

• Candidates outside of the preferred locations may be asked to work US Central timezone hours to ensure proper leadership of their team members

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

SF / LA Fair Chance Ordinance Statement

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 $122,280 to $155,364.

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 2026, we offer 12 paid local holidays, 12 paid company wellness days.

Network Support Engineer

The Fastly Edge Cloud Platform powers the best of the internet, and our Mission Control Program (MCP) — a key function within our broader Customer Experience organization — ensures this mission is a success through rigorous operational excellence.

As a Network Support Engineer, you are the steward of service quality, distilling vast streams of monitoring data into precise, actionable events before they impact our strategic accounts, high-profile digital partners, and designated strategic enterprise support customers. You are more than a responder; you are a champion of problem management and continuous improvement, ensuring our platform remains resilient for organizations within our Performance and Focus Centers. During acute platform incidents, you act as a critical advocate for these accounts, collaborating with incident commanders to ensure mitigation strategies prioritize the stability of their unique traffic profiles. Working in association with various engineering teams for network delivery and compute services, you provide the proactive troubleshooting, maintenance coordination, and focus on leading contributing factor analysis required to manage the world's most complex traffic.

What you'll do

• Distill high-velocity monitoring data into actionable events for strategic and high-touch enterprise accounts using the Fastly Observability platform to identify and resolve performance trends

• Lead Live Event Monitoring (LEM) initiatives for high-profile traffic events, ensuring a high-quality and seamless digital experience

• Manage administrative updates and coordination via fastlystatus.com to provide transparent, impact-focused communication between engineering and revenue teams

• Advocate for strategic customers during maintenance planning to ensure early notifications and identify necessary configuration updates before implementation

• Partner with incident commanders and escalation management during acute platform disruptions to advocate for strategic accounts and ensure mitigations are targeted for their specific performance needs

• Drive continuous improvement by developing and maintaining shared customer runbooks with customized, proactive thresholds for our Performance, Focus Center, and strategic enterprise partners

• Lead the transition from incident response to problem management by identifying leading contributing factors and coordinating with engineering teams for network delivery and compute services

• Work with Advanced Professional Services to identify platform gaps that may appear as security vulnerabilities or false-positive attack patterns

• Manage customer CDN configurations via digital channels while advocating for the unique needs of our performance-critical accounts

• Help scale our proactive support capabilities by developing global monitoring policies rooted in high-quality industry standards

What we're looking for

• 5+ years of experience in network and systems engineering, specifically within a NOC or high-scale support environment

• Deep foundational knowledge of networking protocols and the ability to debug connections using cURL, traceroute, and MTR

• Hands-on experience with Linux environments and the ability to navigate complex distributed system infrastructures

• Proven track record of maintaining composure and empathy during high-pressure live event monitoring situations

• Exceptional communication skills with the ability to tailor technical depth for both engineering and executive audiences

• Strong multitasking abilities to manage proactive alerts alongside standard configuration requests in a dynamic environment

• Native Japanese & fluency in written and spoken English

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

• Practical experience applying ITIL or ISO 20000:1 service management standards to drive operational quality and continuous improvement

• Bachelor’s degree in Computer Science, a similar IT discipline, or equivalent technical experience

• Familiarity with programming or scripting languages (e.g., Python, Go) for automation and data analysis

• Prior experience working specifically within the CDN or edge cloud industry

Work hours 

This position supports our global 24/7 operations.

Working schedules are: Tuesday~Saturday & Sunday~Thursday 8am~5pm SGT 

--------------------------------------------------------------------------------------------------------

Work location(s) and travel requirements 

This position is open to the following work locations ONLY:

• Tokyo

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: 7.7 million - 9.3 million Yen

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

Posting Open Date: 3/10/2026

Anticipated Posting Close Date*: 5/10/2026

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

Mission Control Engineer (MCE)

The Fastly Edge Cloud Platform powers the best of the internet, and our Mission Control Program (MCP) — a key function within our broader Customer Experience organization — ensures this mission is a success through rigorous operational excellence.

As a Mission Control Engineer, you are the steward of service quality, distilling vast streams of monitoring data into precise, actionable events before they impact our strategic accounts, high-profile digital partners, and designated strategic enterprise support customers. You are more than a responder; you are a champion of problem management and continuous improvement, ensuring our platform remains resilient for organizations within our Performance and Focus Centers. During acute platform incidents, you act as a critical advocate for these accounts, collaborating with incident commanders to ensure mitigation strategies prioritize the stability of their unique traffic profiles. Working in association with various engineering teams for network delivery and compute services, you provide the proactive troubleshooting, maintenance coordination, and focus on leading contributing factor analysis required to manage the world's most complex traffic.

What you'll do

• Distill high-velocity monitoring data into actionable events for strategic and high-touch enterprise accounts using the Fastly Observability platform to identify and resolve performance trends
• Lead Live Event Monitoring (LEM) initiatives for high-profile traffic events, ensuring a high-quality and seamless digital experience
• Manage administrative updates and coordination via fastlystatus.com to provide transparent, impact-focused communication between engineering and revenue teams
• Advocate for strategic customers during maintenance planning to ensure early notifications and identify necessary configuration updates before implementation
• Partner with incident commanders and escalation management during acute platform disruptions to advocate for strategic accounts and ensure mitigations are targeted for their specific performance needs
• Drive continuous improvement by developing and maintaining shared customer runbooks with customized, proactive thresholds for our Performance, Focus Center, and strategic enterprise partners
• Lead the transition from incident response to problem management by identifying leading contributing factors and coordinating with engineering teams for network delivery and compute services
• Work with Advanced Professional Services to identify platform gaps that may appear as security vulnerabilities or false-positive attack patterns
• Manage customer CDN configurations via digital channels while advocating for the unique needs of our performance-critical accounts
• Help scale our proactive support capabilities by developing global monitoring policies rooted in high-quality industry standards

What we're looking for

• 5+ years of experience in network and systems engineering, specifically within a NOC or high-scale support environment
• Deep foundational knowledge of networking protocols and the ability to debug connections using cURL, traceroute, and MTR
• Hands-on experience with Linux environments and the ability to navigate complex distributed system infrastructures
• Proven track record of maintaining composure and empathy during high-pressure live event monitoring situations
• Exceptional communication skills with the ability to tailor technical depth for both engineering and executive audiences
• Strong multitasking abilities to manage proactive alerts alongside standard configuration requests in a dynamic environment

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

• Practical experience applying ITIL or ISO 20000:1 service management standards to drive operational quality and continuous improvement
• Bachelor’s degree in Computer Science, a similar IT discipline, or equivalent technical experience
• Familiarity with programming or scripting languages (e.g., Python, Go) for automation and data analysis
• Prior experience working specifically within the CDN or edge cloud industry
• Business speaking and writing proficiency in a second language

Work hours 

This position supports our global 24/7 operations. Depending on your location and team needs, possible schedules include:

• Monday–Friday
• Sunday–Thursday
• Tuesday–Saturday

Specific shift alignments may include EMEA, APJ, or US-based hours.

--------------------------------------------------------------------------------------------------------

Work location(s) and travel requirements 

This position is open to hybrid and remote work locations. Preferred hubs for this program include:

• North America: San Francisco, CA; New York, NY; 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. There is a strong preference for hybrid near a local office; however, we may be willing to consider remote candidates within the US or relevant regions. This position may require travel as required by your role or requested by your manager.

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 $77,060.00 to $108,780.00.

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), 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 2026, we offer 12 paid local holidays, 12 paid company wellness days.

Mission Control Engineer (MCE)

The Fastly Edge Cloud Platform powers the best of the internet, and our Mission Control Program (MCP) — a key function within our broader Customer Experience organization — ensures this mission is a success through rigorous operational excellence.

As a Mission Control Engineer, you are the steward of service quality, distilling vast streams of monitoring data into precise, actionable events before they impact our strategic accounts, high-profile digital partners, and designated strategic enterprise support customers. You are more than a responder; you are a champion of problem management and continuous improvement, ensuring our platform remains resilient for organizations within our Performance and Focus Centers. During acute platform incidents, you act as a critical advocate for these accounts, collaborating with incident commanders to ensure mitigation strategies prioritize the stability of their unique traffic profiles. Working in association with various engineering teams for network delivery and compute services, you provide the proactive troubleshooting, maintenance coordination, and focus on leading contributing factor analysis required to manage the world's most complex traffic.

What you'll do

• Distill high-velocity monitoring data into actionable events for strategic and high-touch enterprise accounts using the Fastly Observability platform to identify and resolve performance trends

• Lead Live Event Monitoring (LEM) initiatives for high-profile traffic events, ensuring a high-quality and seamless digital experience

• Manage administrative updates and coordination via fastlystatus.com to provide transparent, impact-focused communication between engineering and revenue teams

• Advocate for strategic customers during maintenance planning to ensure early notifications and identify necessary configuration updates before implementation

• Partner with incident commanders and escalation management during acute platform disruptions to advocate for strategic accounts and ensure mitigations are targeted for their specific performance needs

• Drive continuous improvement by developing and maintaining shared customer runbooks with customized, proactive thresholds for our Performance, Focus Center, and strategic enterprise partners

• Lead the transition from incident response to problem management by identifying leading contributing factors and coordinating with engineering teams for network delivery and compute services

• Work with Advanced Professional Services to identify platform gaps that may appear as security vulnerabilities or false-positive attack patterns

• Manage customer CDN configurations via digital channels while advocating for the unique needs of our performance-critical accounts

• Help scale our proactive support capabilities by developing global monitoring policies rooted in high-quality industry standards

What we're looking for

• 5+ years of experience in network and systems engineering, specifically within a NOC or high-scale support environment

• Deep foundational knowledge of networking protocols and the ability to debug connections using cURL, traceroute, and MTR

• Hands-on experience with Linux environments and the ability to navigate complex distributed system infrastructures

• Proven track record of maintaining composure and empathy during high-pressure live event monitoring situations

• Exceptional communication skills with the ability to tailor technical depth for both engineering and executive audiences

• Strong multitasking abilities to manage proactive alerts alongside standard configuration requests in a dynamic environment

• Fluency in written and spoken English

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

• Practical experience applying ITIL or ISO 20000:1 service management standards to drive operational quality and continuous improvement

• Bachelor’s degree in Computer Science, a similar IT discipline, or equivalent technical experience

• Familiarity with programming or scripting languages (e.g., Python, Go) for automation and data analysis

• Prior experience working specifically within the CDN or edge cloud industry

Work hours 

This position supports our global 24/7 operations. Working schedules are:

Tuesday~Saturday & Sunday~Thursday 8am~5pm SGT 

--------------------------------------------------------------------------------------------------------

Work location(s) and travel requirements 

This position is open to the following work locations ONLY:

• Singapore. Applicants must hold citizenship/ Singapore PR to be considered

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.

Starting salary may vary based on permissible, non-discriminatory factors such as experience, skills, qualifications, shift pattern 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 designed to meet your needs. Our offerings may vary depending on the country where you work and are subject to change.

Network Support Engineer

The Fastly Edge Cloud Platform powers the best of the internet, and our Mission Control Program (MCP) — a key function within our broader Customer Experience organization — ensures this mission is a success through rigorous operational excellence.

As a Network Support Engineer, you are the steward of service quality, distilling vast streams of monitoring data into precise, actionable events before they impact our strategic accounts, high-profile digital partners, and designated strategic enterprise support customers. You are more than a responder; you are a champion of problem management and continuous improvement, ensuring our platform remains resilient for organizations within our Performance and Focus Centers. During acute platform incidents, you act as a critical advocate for these accounts, collaborating with incident commanders to ensure mitigation strategies prioritize the stability of their unique traffic profiles. Working in association with various engineering teams for network delivery and compute services, you provide the proactive troubleshooting, maintenance coordination, and focus on leading contributing factor analysis required to manage the world's most complex traffic.

What you'll do

• Distill high-velocity monitoring data into actionable events for strategic and high-touch enterprise accounts using the Fastly Observability platform to identify and resolve performance trends

• Lead Live Event Monitoring (LEM) initiatives for high-profile traffic events, ensuring a high-quality and seamless digital experience

• Manage administrative updates and coordination via fastlystatus.com to provide transparent, impact-focused communication between engineering and revenue teams

• Advocate for strategic customers during maintenance planning to ensure early notifications and identify necessary configuration updates before implementation

• Partner with incident commanders and escalation management during acute platform disruptions to advocate for strategic accounts and ensure mitigations are targeted for their specific performance needs

• Drive continuous improvement by developing and maintaining shared customer runbooks with customized, proactive thresholds for our Performance, Focus Center, and strategic enterprise partners

• Lead the transition from incident response to problem management by identifying leading contributing factors and coordinating with engineering teams for network delivery and compute services

• Work with Advanced Professional Services to identify platform gaps that may appear as security vulnerabilities or false-positive attack patterns

• Manage customer CDN configurations via digital channels while advocating for the unique needs of our performance-critical accounts

• Help scale our proactive support capabilities by developing global monitoring policies rooted in high-quality industry standards

What we're looking for

• 5+ years of experience in network and systems engineering, specifically within a NOC or high-scale support environment

• Deep foundational knowledge of networking protocols and the ability to debug connections using cURL, traceroute, and MTR

• Hands-on experience with Linux environments and the ability to navigate complex distributed system infrastructures

• Proven track record of maintaining composure and empathy during high-pressure live event monitoring situations

• Exceptional communication skills with the ability to tailor technical depth for both engineering and executive audiences

• Strong multitasking abilities to manage proactive alerts alongside standard configuration requests in a dynamic environment

• Fluency in written and spoken English

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

• Practical experience applying ITIL or ISO 20000:1 service management standards to drive operational quality and continuous improvement

• Bachelor’s degree in Computer Science, a similar IT discipline, or equivalent technical experience

• Familiarity with programming or scripting languages (e.g., Python, Go) for automation and data analysis

• Prior experience working specifically within the CDN or edge cloud industry

Work hours 

This position supports our global 24/7 operations. Working schedules are:

Tuesday~Saturday & Sunday~Thursday 8am~5pm SGT 

--------------------------------------------------------------------------------------------------------

Work location(s) and travel requirements 

This position is open to the following work locations ONLY:

• Singapore. Applicants must hold citizenship/ Singapore PR to be considered

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.

Starting salary may vary based on permissible, non-discriminatory factors such as experience, skills, qualifications, shift pattern 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 designed to meet your needs. Our offerings may vary depending on the country where you work and are subject to change.