Associate Customer Support Engineer

Fastly is looking for passionate support professionals to continue our high standard of support, as well as scale and improve our support systems as we grow. Fastly’s goal of providing a fast and secure internet is rooted in great support. It's a core value and something that shapes our culture.

You should be an expert in written voice, embrace details, and have the curiosity and experience necessary to understand Fastly’s products and customers. You’ll be working with our legal, security, and engineering teams on behalf of our customer base, so a passion for customer advocacy is essential.

The Associate CSE Role is responsible for following the processes set up to keep Fastly in line with legal requirements in regards to inbound claims about our customers. This includes, but is not limited to, DMCA, phishing, and child endangerment. An Assoc CSE is also responsible for working with the Law Team when it comes to handling edge cases that are not covered in our standard process documentation.

While working with our Support Engineering team, the Associate CSE will be responsible for basic tickets, outreach to our customers, triaging customer issues, and creating process documentation.

What You'll Do

• Communicate customer needs and requirements with the engineering, product, and sales teams
• Add to our customer-facing documentation when necessary
• Contribute to the processes and policies that scale our support organization as we grow
• Respond to customer tickets and find solutions to their questions
• Effectively triage and prioritize incoming abuse and acceptable use policy violations and apply the appropriate procedures for resolution.
• Participate in ongoing training and education to continue to grow in this role
• Assist with cases of abusive accounts, DMCA/GDPR reports, and related customer issues, and decrease resolutions times for cases
• Address customer cases, questions, and escalations in a timely and professional manner
• Communicate internal and customer needs and requirements with the security, legal, and engineering teams
• Contribute to our documentation for reporting cases and for mitigating cases
• Abuse Tickets include:
  • Providing follow up for unresponsive customers
  • Verifying that contact information is correct
  • Following escalation pathways for non-standard tickets
  • Monitor for new and developing trends
• Create macros and documentation, driving best practices, and suggest process improvements
• For any customer potentially not acting in good faith, work with the Law team to document and track all tickets not responded to
• Track all work not documented in Zendesk in JIRA
  • Including, but not limited to, self guided learning, creation of new macros or trainings, tracking unresponsive customers
• Create feature requests for the Abuse Tool as needed
• Provide ticket QA for the broader CSE team
• Deactivate customers who fall under the template for an abusive account
• Provide detailed debugging and feature requests against our tooling

What We're Looking For

• Minimum of 1-2 years of experience in customer facing role
• Familiarity with ticketing system (Salesforce, JIRA) and documentation tools (Confluence, Google Drive)
• Familiarity with technical debugging processes, coding languages, and/or network routing
• Strong written communication skills
• Attention to detail and results oriented
• Effective problem solving and analytical skills