Fastly is hiring a Network Support Engineer in New York or remotely within the United States, supporting customers during core US-East hours.
This Tier I Customer Support Engineer role combines technical investigation with customer guidance across Fastly’s delivery and Compute products. You will manage cases involving VCL, caching, HTTP behavior, Control Panel access, observability, and network diagnostics. Occasional nights, weekends, and PagerDuty coverage support urgent incidents.
Key Responsibilities: Define response targets and resolve customer cases through written channels
Investigate VCL logic, TTLs, hit ratios, headers, and protocols
Teach customers Control Panel workflows, access controls, and observability
Record verification, attempted solutions, unknowns, and escalation evidence




Monitor large network events and report customer-facing degradation
Requirements: Two to four years in technical support, systems administration, or networking
Understanding of internet protocols, BGP, routing, transit, and peering
Working knowledge of a programming language such as Python or Go
Comfort with RESTful APIs, command-line tools, and SaaS interfaces
Robust written communication, analysis, judgment, and customer support experience
Use network fundamentals, diagnostic tools, and customer advocacy to support reliable experiences through Fastly’s edge platform.

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📌 Fastly Network Support Engineer (Ontario)
🏢 Fastly
📍 Ontario