Customer Solutions Engineer

About the position

Fastly is looking for a passionate and exceptional 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. 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. An 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.

Responsibilities

• 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.
• 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.
• 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.
• Take initiative in adopting organizational changes and sharing progress/impact with the team.
• 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.

Requirements

• 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.
• Success as a relationship builder and collaborator with amazing verbal and written communication skills.
• Strong technical background and customer orientation.
• Empathy and understanding of the customer.
• Technical experience with HTTP, TCP, TLS, DNS, and other common protocols.
• Scripting languages and web platforms, especially Varnish and VCL.
• *nix operating systems.
• Clear understanding of network & system management solutions.
• Superior organizational and project management skills.

Benefits

• Comprehensive benefits package including medical, dental, and vision insurance.
• Family planning, mental health support along with Employee Assistance Program.
• Insurance (Life, Disability, and Accident).
• Flexible Vacation policy and up to 18 days of accrued paid sick leave.
• 401(k) (including company match).
• Employee Stock Purchase Program.
• 10 paid local holidays.
• 11 paid company wellness days.