Manager, Customer Support Engineering

Manager, Customer Support Engineering

As a Customer Support Engineering Manager, your job will be to manage, inspire and develop a team of Customer Support Engineers. You will provide regular feedback to help develop their careers, and guidance and mentorship to help them achieve their potential at Fastly. You will be the face of the CSE team in the region to both internal stakeholders and external customers and be able to craft expert communications, or diffuse a difficult situation when needed. The ability to develop and refine new processes and guide projects from inception to completion is needed, as is being able to identify areas for improvement and ensure the team works together to achieve them. 

What You'll Do:

• Work with our Support Leadership to manage the US West Coast portion of our support team. This work consists of:
  • Mentoring and growing the individuals on your team.
  • Ensuring quality control as we scale.
  • Assisting in hiring and training.
  • Conducting status reviews.
  • Continuing and improving support quality, per our organization KPIs.
  • Acting as an escalation point for the Customer Support Team in the region.
  • Being responsible for customer communications for incidents happening in the region.
  • Putting in place initiatives to aid the growth and development of the team.
  • Managing the team’s workload and ensuring they have what they need to be successful.
  • Reviewing team members’ progress and giving them feedback to help them improve.
• Contribute to and help build the future of Fastly support. This will involve:
  • Working within our support org to create new processes to scale support quality.
  • Identifying areas of improvement within the team and delivering projects to help achieve them.
  • Finding accurate ways to track team performance and help them to improve over time.
  • Working with our product and client services organization to shape premium support packages.
  • Working within your team and the greater client services organization to improve our internal tools.
• Interface with other teams throughout Fastly, including our marketing, sales, product, and engineering groups, as well as the greater client services organization.

What We're Looking For: 

• You have 3 or more years in a technical, customer-impacting environment with 1 or more years in a management capacity.
• You have teaching and training experience, and the ability to connect with all types of learning and working styles.
• You have excellent verbal and written communication skills, and are familiar with working on a distributed team. 
• You have a proven track record of highly-professional, yet highly-personalized customer service in an enterprise environment.
• BA/BS degree or equivalent experience required, major in engineering, computer science, or MIS a plus. 

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

• You have opinions on the state of customer support in our industry, and you have ideas on how to raise the bar.
• Experience with content delivery networks and more specifically, Varnish/VCL.

Work Hours: 

• This position will require you to be available during core business hours. 

Work Location(s) & Travel Requirements: 

This position is open to the following preferred office locations:

• Denver, CO
• San Francisco, CA

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

Salary:

The estimated salary range for this position is $111,000 to $154,170. 

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.