Associate Customer Support Engineer at Fastly

Stapleford, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

09 Feb, 26

Salary

86352.0

Posted On

11 Nov, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Written Communication, Attention to Detail, Problem Solving, Analytical Skills, Technical Debugging, Ticketing Systems, Documentation Tools, Coding Languages, Network Routing, Customer Advocacy, Process Improvement, Training, Customer Outreach, Triage, Abuse Policy

Industry

Software Development

Description

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. Posting Open Date: 11/10/2025 Anticipated Posting Close Date*: 1/10/2026 *Job posting may close early due to the volume of applicants. Associate Customer Support Engineer (US-Remote) Fastly is looking for passionate support professionals to continue our high standard of support, as well as scale and improve our support systems as we grow. Fastly’s goal of providing a fast and secure internet is rooted in great support. It's a core value and something that shapes our culture. You should be an expert in written voice, embrace details, and have the curiosity and experience necessary to understand Fastly’s products and customers. You’ll be working with our legal, security, and engineering teams on behalf of our customer base, so a passion for customer advocacy is essential. The Associate CSE Role is responsible for following the processes set up to keep Fastly in line with legal requirements in regards to inbound claims about our customers. This includes, but is not limited to, DMCA, phishing, and child endangerment. An Assoc CSE is also responsible for working with the Law Team when it comes to handling edge cases that are not covered in our standard process documentation. While working with our Support Engineering team, the Associate CSE will be responsible for basic tickets, outreach to our customers, triaging customer issues, and creating process documentation. What You'll Do: Communicate customer needs and requirements with the engineering, product, and sales teams Add to our customer-facing documentation when necessary Contribute to the processes and policies that scale our support organization as we grow Respond to customer tickets and find solutions to their questions Effectively triage and prioritize incoming abuse and acceptable use policy violations and apply the appropriate procedures for resolution. Participate in ongoing training and education to continue to grow in this role Assist with cases of abusive accounts, DMCA/GDPR reports, and related customer issues, and decrease resolutions times for cases Address customer cases, questions, and escalations in a timely and professional manner Communicate internal and customer needs and requirements with the security, legal, and engineering teams Contribute to our documentation for reporting cases and for mitigating cases Abuse Tickets include: Providing follow up for unresponsive customers Verifying that contact information is correct Following escalation pathways for non-standard tickets Monitor for new and developing trends Create macros and documentation, driving best practices, and suggest process improvements For any customer potentially not acting in good faith, work with the Law team to document and track all tickets not responded to Track all work not documented in Zendesk in JIRA Including, but not limited to, self guided learning, creation of new macros or trainings, tracking unresponsive customers Create feature requests for the Abuse Tool as needed Provide ticket QA for the broader CSE team Deactivate customers who fall under the template for an abusive account Provide detailed debugging and feature requests against our tooling What We're Looking For: Minimum of 1-2 years of experience in customer facing role Familiarity with ticketing system (Salesforce, JIRA) and documentation tools (Confluence, Google Drive) Familiarity with technical debugging processes, coding languages, and/or network routing Strong written communication skills Attention to detail and results oriented Effective problem solving and analytical skills Work Hours: This position will require you to work during scheduled hours from 8:00am - 5:00pm or 9:00am - 6:00pm in the timezone employee resides. Work Location(s) & Travel Requirements: This position is open to Hybrid And Remote Work Locations. The preferred locations for this position are: San Francisco, CA 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. 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 $61,170 to $86,352. This is a non-exempt role. 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 2025, we offer 11 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. All job applications must be submitted through our official careers site at www.fastly.com/about/careers. We will never request sensitive information, such as your Social Security number, bank account or credit card information during the application process. 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.

Responsibilities

The Associate Customer Support Engineer is responsible for communicating customer needs with various teams, responding to customer tickets, and handling abuse cases. They will also contribute to documentation and processes to improve support as the company grows.