About the Role
Title: Customer Solutions Engineer
Location: New York City, NY
Job Description:
Fastly helps people stay better connected with the things they love. Fastly’s edge cloud platform enables customers to create great digital experiences quickly, securely, and reliably by processing, serving, and securing our customers’ applications as close to their end-users as possible — at the edge of the Internet. The platform is designed to take advantage of the modern internet, to be programmable, and to support agile software development. Fastly’s customers include many of the world’s most prominent companies, including Vimeo, Pinterest, The New York Times, and GitHub.
We’re building a more trustworthy Internet. Come join us.
Customer Solutions Engineer
Fastly is looking for a passionate and exceptional Customer Solutions Engineer to be the primary technical contact and trusted advisor for Fastly customers, building long term customer relationships with a foundation of proactive and thorough assistance. This role requires the technical expertise and the focus of client driven communications to act as the primary contact for some of our largest and most critical clients. Internally within Fastly, we title this role as a Senior Cloud Engineer.
An Customer Solutions Engineer (Senior Cloud Engineer) will have broad technical expertise including cloud, system, and Fastly architecture, along with scripting/software development capabilities and an advanced understanding of networking protocols (HTTP, TCP).
Additional responsibilities will include working with the account management team to develop customer specific strategy, building and maintaining technical relationships across multiple key stakeholders within an account, and handling of customer escalations. Collaborating with many teams across Fastly, this role requires leveraging technical expertise, close relationships, and communication skills to help drive customer initiatives and growth, coordinate support assistance and escalations, and effectively become an extension of the customer’s teams. The Sr. CE will be responsible for the technical mentorship and advisement on deals within their vertical.
What You’ll Do:
- As the resident Fastly architect for your customer, you are an extension of the customer’s technical team, and represent and champion the customers needs within Fastly
- Develop technical relationships with multiple customer contacts to build a deep understanding of their team, infrastructure, plans, and problems they are encountering. Demonstrate an ability to present technical concepts in a streamlined manner. Display a level of comfort in working with technical devops contacts as well as various levels in the customer org.
- Post sales implementation of Fastly products, such as logging endpoints, image optimization and VCL coding while documenting key aspects of the customer’s configuration for troubleshooting and engagement
- Identify key challenges across an account (or internal org), sometimes before they are verbalized, and develop alternatives and solutions that balance impact and effort. Partner internally to provide a comprehensive ticket escalation and support.
- Help investigate and recommend ways to improve customer implementation and utilization of Fastly’s product portfolio, partnering with Sales and Account Management.
- Be your customer’s champion and advocate within Fastly, responsible for tracking and reporting on the health of your customer accounts. Develops mutually beneficial solutions to customer tasks, balancing customer impact and Fastly cost/effort.
- Take initiative in adopting organizational changes and sharing progress/impact with the team. Add thought leadership to the team, while engaging others to contribute.
- Provide constructive feedback and coaching. Mentor new Cloud Engineers to strengthen their technical expertise as it relates to your area of specialty
- Be an effective communicator. Internally represent your accounts with all levels of management including risks, new opportunities, and technical requirements
- Work hands-on with CS and Sales Leaders along with internal teams and customers on any support requests or problems for assigned customers, driving escalation as necessary depending on severity.
- Assist in developing strategy for and participation in regularly scheduled customer meetings on-site and by video/phone as necessary.
What We’re Looking For:
- At least 8+ years of related experience in Pre-Sales or Post-Sales in Sales Engineering, Technical Support, Technical Account Management, or Professional Services type roles, ideally with a background in CDNs, Cloud, and/or internet infrastructure products.
- Success as a relationship builder and collaborator with amazing verbal and written communication skills.
- Strong technical background and customer orientation.
- Empathy and understanding of the customer.
- Technical experience with:
- HTTP, TCP, TLS, DNS, and other common protocols.
- Scripting languages and web platforms, especially Varnish and VCL.
- *nix operating systems.
- Underlying internet technologies.
- Clear understanding of network & system management solutions
- Superior organizational and project management skills
Work Hours:
- This position will require you to be available during core business hours.
- While most duties will be performed during normal business hours, there is an occasional requirement for a flexible schedule as necessary based on customer needs.
Work Location(s) & Travel Requirements:
This position is open to both hybrid and remote.
The preferred hybrid locations for this position are:
- New York City, NY
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 also willing to consider remote candidates in any area of the east coast of the US.
This position may require travel as required by your role or requested by your manager.