Manager, Customer Support Engineering (CSE) - NA West

Posting Open Date: 5/22/25

Anticipated Posting Close Date*: 7/22/25

*Job posting may close early due to the volume of applicants.

Manager, Customer Support Engineering (CSE) - NA West

As a Manager for Fastly’s Customer Support Engineering (CSE) team, you will be responsible for managing, inspiring, and developing a team of Customer Support Engineers (CSEs). Fastly recently merged the Mission Control team with the CSE team, as such you will also be responsible for overseeing the Mission Control services delivered by the CSE team, working closely with leadership in Customer Experience, APS, and Product. Fastly’s Support Model sets us apart from competitors, delivering quick, accurate, and technical support to all our customers to ensure a best-in-class customer experience. With the addition of the Mission Control services, the CSE team proactively monitors key customer events and brings the same level of assistance and focus to these critical events. 

You will provide regular feedback and guidance to the members of your team to develop their careers and potential at Fastly. You will represent the CSE team in the region to both internal stakeholders and external customers. You will also be responsible for developing and refining processes, projects, and goals for the team, as well as staffing models. You will need to be familiar with debugging technical issues, including Network related issues and Live Event monitoring support, in order to guide your team. 

What You'll Do:

• Mentoring and growing individuals on your team, creating a positive team environment
• Assist in staffing models, hiring, and training
• Performance and quality reviews for your team members
• Oversee training, process development, and tooling to enable the team to be successful in all Mission Control functions, including monitoring and alerting of customer performance and traffic
• Ensure paid Live Event Monitoring (LEM) services are successfully delivered and bring value to customer and internal teams
• Customer communication within your region
• Working within Customer Experience team to scale our support model, including Mission Control services
• Collaboration and partnering with other teams across Fastly, including CS, Revenue, Product, Engineering, and Marketing 

What We're Looking For: 

• 6+ years of experience in a technical, customer-impacting role, including time in a leadership role (team lead, manager, supervisor)
• Teaching and training experience, and the ability to connect with all types of learning and working styles
• Excellent communication skills, verbal and written, and familiarity with a distributed team model
• Proven track record of highly professional and personalized customer service in an enterprise environment
• Customer Focused with demonstrated results in delivering consistent results in terms of responsiveness, resolution, and CSAT at scale
• Technical background in Network Engineering, Network Operations, or similar field, with a solid understanding of networking fundamentals and underlying internet technologies
• Previous experience in CDN, web performance, cloud environments
• 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: 

• Previous experience in Customer Support, Technical Account Management, Engineering, Professional Services roles, ideally with a background in CDN, Network Engineering, Cloud Computing, or other internet infrastructure products
• Experience with Zendesk, Service Cloud, or other support platforms; Slack, Google office suite, Atlassian suite (JIRA, Confluence)
• Strong networking and/or systems knowledge with an understanding of TCP/IP and other web-related protocols
• Demonstrable comprehension of global internet routing, with knowledge of the intricacies of BGP anycast behaviors and pitfalls.
• Sound understanding of how CDNs work and their position in the global Internet. You understand connection traversal, including DNS and TLS.
• Experience in system observability, alerting, and telemetry tools, such as Prometheus, Catchpoint, Grafana, syslog, etc.

Work Hours:

• This position will require you to be available during core business hours. 
• This position includes on-call and escalation schedules outside of core business hours

Work Location(s) & Travel Requirements:

This position is open to the following preferred office locations:

• San Francisco, CA
• Denver, CO

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

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

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SF / LA Fair Chance Ordinance Statement

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Salary:

The estimated salary range for this position is $129,470 to $172,632. 

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? 

For a U.S.-based role:  

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 2025, we offer 11 paid local holidays, 11 paid company wellness days.