Senior Customer Solutions Engineer

• Fastly is looking for a passionate and exceptional Senior 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
• A 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
• 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

Benefits

• Parental support and beyond: We support our families by offering generous time off for parental leave. And beyond that, we work hard to build a culture that allows for all employees to have the life outside work that they desire year round.
• Health and wellness:
  Your well-being matters here. Our health plans offer a variety of options, including full medical, dental, and vision coverage, short- and long-term disability insurance, mental health resources, and more.
• Invest in your future:
  We offer 401(k)/retirement plans, employee stock purchasing plans (ESPP), and reimbursements for learning and development programs — so we can support your ongoing growth and success.
• Keep learning and growing: Helping people go further means nurturing their talent. Through annual reimbursements for employee learning activities, regular hangouts and advice from our Senior Staff, talks from industry leaders, and cultural events — we offer tons of opportunities for people to learn. And we’re always looking to grow as a company, too: we collect employee engagement and experience data annually and leverage our Employee Experience Champion Network to understand employee feedback, so we can keep improving.- 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
• HTTP Live Streaming (HLS & DASH) workflows
• Success as a relationship builder and collaborator with amazing verbal and written communication skills
• 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
• *nix operating systems
• HTTP, TCP, TLS, DNS, and other common protocols
• Underlying internet technologies
• History of demonstrable organizational and project management skills
• Scripting languages and web platforms, especially Varnish and VCL
• Clear understanding of network & system management solutions
• Empathy and understanding of the customer
• Technical experience with:
• Strong technical background and customer orientation- Anticipated Posting Close Date*: 5/18/26