Senior Customer Support Engineer, TLS

Senior Customer Support Engineer, TLS

The Senior Customer Support Engineer, TLS serves as a specialist and custodian of Fastly’s customer-facing Transport Layer Security (TLS) infrastructure. The job is a varied one: coming up with improved processes to deal with procurement and maintenance of TLS certificates, creating documentation and training materials for the other Customer Support Engineers, acting as a local expert to provide the Sales, Client and Support Teams with knowledge and best practices they need, as well as maintaining the TLS infrastructure and resources. The Senior CSE TLS is an escalation point for customer issues that deal with this technical subject matter, and as a result will act as a liaison between the TLS Engineers, Product and customer-facing teams.

What You'll Do

• Senior CSE TLS will engage in the operational tasks needed to keep Fastly’s TLS infrastructure running optimally
• Senior CSE TLS will regularly communicate with engineering and product team leads, and serve as a source of information dissemination to the rest of the customer support engineering team
• Senior CSE TLS will provide guidance and assistance by taking an active role in the training and mentoring of other team members
• Senior CSE TLS may be the primary point person during customer impacting ICs, and may assist with StatusPage updates

Senior CSE TLS will be responsible for actively resolving customer tickets and related tasks including:

• Finds new opportunities and contributes to process improvement and refining of workflows to reduce toil and improve efficiency when possible
• Submits 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 relating to the TLS configuration
• Senior CSE TLS must be able to accurately understand the Fastly TLS  production systems 
• Senior CSE TLS will need to assist with debugging and replicating issues within customer-facing production systems, by working directly with the engineering teams of those systems 

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

What We're Looking For

Basic Qualifications:

• Repeated evidence of masterful written, verbal, and mass communication skills are a prerequisite for this role
• Experience supporting customers via email, or chat demonstrating total mastery of Fastly’s written support standards, including tone, grammatical correctness, and technical accuracy 
• Ability to work under pressure and to deadlines to enable the TLS infrastructure to run optimally
• Familiarity with one or more scripting languages (e.g., Bash)
• Ability to debug issues using cURL, traceroute, dig and other network diagnostic tools
• Familiarity with OpenSSL
• Clear understanding of TLS and DNS protocols and ability to troubleshoot issues
• Habitually earns the trust of multiple Fastly organizations as a representative of and advocate for the customer 
• Has an intimate understanding of Fastly's TLS offerings and products, and can quickly diagnose and trace related errors
• Past experience designing, implementing or supporting PKI or TLS systems
• Ideally 4+ years of experience in customer support or sysadmin role
• Business reading and writing proficiency in English language required

Work Location(s) & Travel Requirements

• Preferred locations for this position are:
  • Tokyo, Japan

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

  We are willing to consider remote candidates in Singapore

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

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 designed to meet your needs. Our offerings may vary depending on the country where you work and are subject to change.