Customer Support Engineer, TLS

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.

The 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 Customer Support Engineer, 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.

• Engage in the operational tasks needed to keep Fastly’s TLS infrastructure running optimally
• Regularly communicate with engineering and product team leads, and serve as a source of information dissemination to the rest of the customer engineering team
• Take an active role in the training of Senior Customer Engineers and Customer Support Engineers
• Contribute to process improvement and refining of workflows to reduce toil; find opportunities for new and more efficient processes when possible
• Submit bug reports, well-scoped feature requests, and repeatedly demonstrate the ability to collaborate with multiple engineering stakeholders across teams to diagnose, review, and deploy bug fixes or minor feature improvements
• Manage customers in live settings, and simultaneously manage account expectations while diagnosing and solving technical problems relating to the TLS configuration
• Earn the trust of multiple Fastly organizations as a representative of and advocate for the customer
• Acts as a conduit for information from the TLS Product and Engineering teams

What we’re looking for

• 3-5 years related professional work experience
• Ability to accurately understand the Fastly TLS production systems
• Good working knowledge of Public Key Infrastructure (PKI) and TLS systems
• Past experience designing, implementing or supporting PKI or TLS systems
• Ability to debug connections using cURL, traceroute, telnet and other network diagnostic tools
• Demonstrated ability to manage debugging and replicating issues within customer-facing production system, by working directly with the engineering teams of those systems
• Ability to work under pressure and to deadlines, to enable the TLS infrastructure to run optimally
• Mastery in written, verbal and mass communication in English

We value a variety of voices, so this is not a laundry list. You’ll be a good candidate if you have experience in SOME of these:

• Verbal and written proficiency in Spanish or another language
• Strong preference for candidates with hands-on experience in Fastly’s Customer Engineering or Senior Product Engineering roles

• 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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