NOC Engineer

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’ use our edge cloud platform to ensure concertgoers can buy tickets to the live events they love, travellers can book flights seamlessly and embark on their next great adventure, and sports fans can stream events in real-time, across devices. They include many of the world’s most prominent companies, including Spotify, Alaska Airlines, Hulu, The New York Times, and Ticketmaster.

We’re building a more trustworthy Internet. Come join us.

Fastly is on a mission to build a better internet, and our Mission Control Center is the nexus that monitors and coordinates activities to ensure the mission is a success. Here our Mission Control Engineers (MCEs) monitor and evaluate customer traffic and overall CDN performance to make sure our customers and their customers are getting the best possible user experience.

Our Mission Control Engineers are NOC engineers who do that little bit more, and we are looking for a great NOC engineer to monitor live customer traffic, identify customer issues, and identify how best to resolve any issues seamlessly, smoothly, and effectively.

What you'll do

• Be the eyes and ears of our front end Mission Control team in EMEA
• Monitor and troubleshoot customer performance and activity
• Evaluate and analysis large data sets, looking for anonymilies, discrepancies, trends and patterns, and report back
• Provide the best support to our Global Customers, with the highest levels of customer service and driving premium labels of service at all times
• Partner with senior engineering teams during scheduled or emergency maintenance activity
• Manage customer CDN configurations over email and chat
• Liaise customer needs and requirements with the engineering, product and sales teams
• Look at automation and process improvement wherever possible
• Collaborate on our customer-facing documentation when necessary
• Contribute to the processes and policies that scale our support organization as we grow
• For this position, your working week will be 8am - 5pm Friday to Tuesday in our London office, so you must be happy to work weekends so we can continue our 247 support for our customers.

• Experience working in a NOC focused environment
• Problem solver, innate curiosity of technology and love of developing new technical skills and tools
• Confident working with large sets of data and conducting data analysis
• HTTP Troubleshooting experience
• IP Routing knowledge
• Linux experience
• 5+ years network and systems engineering experience
• Familiarity with one or more programming languages
• Ability to debug connections using cURL, traceroute, telnet and other network diagnostic tools
• A customer-centric focus to advocate for our users,
• Strong communication skills to work across the organization, as you’ll work with Customer Support, TAM, AM, Sales Engineering and Engineering Teams
• Team player attitude to dig in and help keep Fastly the kind of company we’ve always wanted to work for
• Ability to multitask in a busy environment
• Ability to keep calm under pressure, with customer empathy and a strong desire to help
• Ideally you will have CDN Experience although this is not a must

The team is structured with career development in mind, giving MCEs a clear path to grow their skills within the MCE and move up to more senior engineering roles. As Mission Control Engineers build their knowledge of the Fastly network and associated skills, they are able to move up to Senior Mission Control Engineer roles within the Mission Control Center, and eventual promotion to other Engineering and Development teams within the organization. Sound exciting to you? Apply now!

Why Fastly?

• We have a huge impact. Fastly is a small company with a big reach. Not only do our customers have a tremendous user base, but we also support a growing number of open source projects and initiatives . Outside of code, employees are encouraged to share causes close to their heart with others so we can help lend a supportive hand.
• We love distributed teams. Fastly’s home-base is in San Francisco, but we have multiple offices and employees sprinkled around the globe. In fact, 50% of our employees work outside of SF! An international remote culture is in our DNA.
• 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 like up to 20 weeks of paid parental leave, options for free medical/dental/vision plans, and an open vacation program that enables our folks to take the time they need to recharge (some benefits may vary by location).
• We value diversity. Growing and maintaining our inclusive and diverse team matters to us. We are committed to being a company where our employees feel comfortable bringing their authentic selves to work and have the ability to be successful -- every day.
• We are passionate. Fastly is chock full of passionate people and we’re not ‘one size fits all’. Fastly employs authors, pilots, skiers, parents (of humans and animals), makeup geeks, coffee connoisseurs, and more. We love employees for who they are and what they are passionate about.

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!

Fastly is committed to ensuring equal employment opportunity and to providing employees with a safe and welcoming work environment free of discrimination and harassment.

Employment decisions at Fastly are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, family or parental status, disability*, age, veteran status, or any other status protected by the laws or regulations in the locations where we operate. Fastly encourages applicants from all backgrounds.

* Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Fastly. Please inform us if you need assistance completing any forms or to otherwise participate in the application process.

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