Principal Support Engineer, Tier III

Customer Support Engineer, Tier III

The Customer Support or TLS Support Engineer Tier 3  (CSE/TLS T3) position serves as an escalation point for Customer Support Engineering (CSE). Though this role is not burdened with explicit management obligations, leadership functions such as onboarding, training, continuing education, and the assistance of new team members are required. In addition, Tier 3 Support Engineers are responsible for regularly interfacing with respective peers in Fastly's Engineering and Product teams in order to serve as a central communication hub as features and products ship. Tier 3's should also regularly interface with Tier 3 peers and management to continuously evaluate and improve existing support workflows, training, and daily operations.

Tier 3s will be internal and external standard bearers of the Fastly product, platform, and brand.

What You'll Do

• Regularly communicate with engineering and product team leads, and serve as a source of information dissemination to the rest of the customer engineering team.
• Take an active role in the training of Senior Customer Engineers and Customer Support Engineers
• Be responsible for customer support, though their tickets will be extremely complex.
• Assist CSEs or high value customers during customer impacting ICs.

Work Hours: This position will require you to be available during core business hours.

What We're Looking For

Tier 3 is viewed as an internal growth role for someone who has demonstrated a deep understanding of Fastly’s internal systems. The ideal candidate has showcased their ability to debug and solve edge cases with little oversight. An ideal candidate would feel comfortable in front of our customers, actively debugging while explaining what they are looking for, in a high pressure environment.

• Writes primary sections of internal and external documentation and can be counted on as a technical and voice reviewer for nearly any customer or internal piece of content, including Fastly Service Advisories.
• Submits multiple bug reports, well-scoped feature requests, and repeatedly demonstrates the ability to collaborate with multiple engineering stakeholders across teams to diagnose, review, and deploy bug fixes or minor feature improvements. 
• Assists with customers in person, or in live settings, and can simultaneously manage account expectations while diagnosing and solving technical problems.
• Habitually earns the trust of multiple Fastly organizations as a representative of and advocate for the customer. 
• Drives and shapes the future of Fastly’s written support standards, serving as a teacher and example for other team members.
• Take part in ticket reviews, especially for those covering their area of expertise.

Basic Qualifications:

• Repeated evidence of masterful written, verbal, and mass communication skills are a prerequisite for this role.
• Tier 3s must be able to accurately understand all Fastly customer-facing  production systems. 
• Tier 3s will need to assist with debugging and replicating issues while working directly with the engineering teams of those systems.
• For Tier 3 TLS: 
  • An understanding of both TLS and DNS as a protocol and advanced troubleshooting ability
  • Knowledge of CAs and CAB Forum baseline requirements.

Preferred Qualifications:

• Coding experience beyond VCL
• Product management experience
• Project management experience
• Networking experience

Work Location(s) & Travel Requirements 

This position is a remote role and open to candidates residing in the following locations: Denver, Colorado, US Remote (All US)

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

Salary

The estimated salary range for this position is $89,880 to $118,960.

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), company paid holidays, paid time off and paid sick leave are there to help support our employees. We also offer 401(k) (including company match) and an Employee Stock Purchase Program.

COVID Travel Policy 

Fastly is committed to safeguarding the health and well-being of our employees. Therefore, new hires may be required to be fully vaccinated against COVID-19 if the role requires business-related travel, in-person meetings, attending large events and working in an office location, unless a reasonable accommodation is approved or if prohibited by local law.