Fastly Sydney, New South Wales, Australia
Senior Customer Support Engineer
Fastly helps people stay better connected with the things they love. Our edge cloud platform enables customers to create great digital experiences quickly, securely, and reliably while processing, serving, and securing applications as close to the end‐user as possible.
What You'll Do
* Manage customer CDN configurations over email and chat.
* Communicate customer needs and requirements with the engineering, product and sales teams.
* Contribute to our customer‐facing documentation when necessary.
* Contribute to the processes and policies that scale our support organization as we grow.
What We're Looking For
* Recommended minimum of 2+ years of experience in customer support or sysadmin role.
* Strong written communication skills in English and Japanese, and experience supporting customers via email, chat, ticketing system or phone.
* Demonstrated understanding of one or more programming languages.
* Demonstrated understanding of *nix environment.
* Ability to debug network and protocol using cURL, traceroute, nc or other network diagnostic tools.
We'll be super impressed if you have experience in any of these
* Previous experience in CDN, security, web performance, cloud environments.
* Demonstrated self‐starter, showing curiosity and motivation without being pushed.
Work Hours
* This position will require you to work Tuesday - Saturday.
* This position will require you to take rotating weekend shifts every 4-6 weeks. During these shifts, work coverage is 1pm - 7pm AEST.
* This position will require you to be available during core business hours.
Work Location(s) & Travel Requirements
* Australia. This is a remote role, however may evolve into a hybrid role after we open an office in Melbourne (1 day per week).
* This role may require occasional travel to the US.
Why Fastly?
* We have a huge impact. Fastly is a small company with a big reach.
* We love distributed teams and offer in‐person orientation for new hires.
* We value diversity and inclusion at every level.
* We are passionate, creative and support a wide range of hobbies and interests.
We're always looking for humble, sharp, and creative folks to join the Fastly team. If you think you might be a fit please apply! A fully completed application and resume or CV are required when applying.
All job applications must be submitted through our official careers /about/careers. We will never request sensitive information, such as your Social Security number, bank account or credit card information during the application process. All official communication will come from an @fastly.com or @recruiting.fastly.com email address.
Fastly is committed to ensuring equal employment opportunity and to providing employees with a safe and welcoming work environment free of discrimination and harassment. Our employment decisions are based on business needs, job requirements and individual qualifications.
All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, family or parental status, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
Consistent with the Americans with Disabilities Act (ADA) and federal or state disability laws, Fastly will provide reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact your Recruiter, or the Fastly Employee Relations team at or 501‐287‐4901.
Fastly collects and processes personal data submitted by job applicants in accordance with our Privacy Policy. Please see our privacy notice for job applicants.
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