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 GitHub, Yelp, Paramount, and JetBlue. We’re building a more trustworthy Internet. Posting Open Date: 10/06/2026 Anticipated Posting Close Date*: 12/31/2026 Job posting may close early due to the volume of applicants. Customer Support Engineer (CSE) About the Customer Support Engineering Team Our Customer Support Engineering (CSE) team, a key function within our broader Customer Experience organization, helps customers succeed through clear, timely, and transparent technical support. 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 career development within Fastly. You will work closely with Tier II and III engineers, Engineering, and our customer-facing partner teams, and you will learn our issue management process end to end. We are seeking a technical problem solver for customers using our delivery and Compute platforms. The role requires a strong understanding of internet protocols and the ability to explain clearly how traffic behaves at the network edge. You will focus on delivery configuration (VCL), caching, behavior, and the Fastly Control Panel, with growing exposure to serverless Compute. Security product cases (such as WAF and DDoS)



and general IT requests are handled by other teams. Written-first customer support: Resolve technical inquiries primarily through email and ticket, and also through chat (Slack) and portal engagements. Join live triage sessions by video or phone when a situation calls for it. Review customer configurations and debug VCL logic, cache behavior (TTLs, hit ratio), headers, TLS, and DNS. Control Panel and account guidance: Guide customers through the Fastly Control Panel, API and CLI, role-based access controls (RBAC), users and permissions, domains, and observability dashboards. Assess impact and urgency on every case, work it through our Tier I, II, and III lifecycle, and elevate to Engineering during business hours with clear evidence: what you verified, what you tried, and what you still don’t know. Urgent and widespread issues: Recognize when an issue is urgent (for example, customer traffic is down) or affects multiple customers, and engage our after-hours incident response process quickly. Partnering with account teams: Know when to bring in Customer Success Management or Advanced Professional Services, such as when a customer’s sentiment is changing or a request calls for configuration review or solution design, and hand off with a explicit summary. Customer advocacy and continuous learning: Go beyond closing tickets by educating customers on edge architecture and troubleshooting methods.



Monitor metrics during large network events and proactively report degradation to customers. This role includes an occasional on-call rotation managed through PagerDuty, covering weekends, select after-hours, and corporate holidays (which includes additional holiday pay). 2-4 years in a technical support, sysadmin, or network-focused role. Scripting and programming foundation: Working ability in at least one language (for example VCL, Python, JavaScript, Go, Ruby, or Rust) and eagerness to learn VCL and Compute. Comfort navigating modern SaaS control panels and RESTful APIs, including from the command line. Customer communication: Strong written communication and analytical skills, with experience supporting customers by email, chat, ticketing system, or phone. Working knowledge of network telemetry and diagnostic tools (such as curl and traceroute/MTR), and the judgment to know when to ask for help. Networking fundamentals: 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 Basic knowledge of Cloud Platforms (GCP, Azure, AWS) This position will require you to be available during core US-East business hours (Sunday – Thursday) as aligned with your direct manager. It will also require occasional nights and weekends as necessary to support any on-call coverage. Work Location(s) & Travel

Requirements:
This position is open to Hybrid And Remote Work Locations. Fastly currently embraces a largely hybrid model for most roles which allows employees flexibility to split their time between the office and home. There

📌 IT Cybersecurity Engineer (Northumberland County)
🏢 Fastly
📍 Northumberland County