Senior Customer Support Engineer, Tls

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

**Senior Customer Support Engineer, TLS**:
**What You'll Do**
- Senior CSE TLS will engage in the operational tasks needed to keep Fastly's TLS infrastructure running optimally
- Senior CSE TLS will regularly communicate with engineering and product team leads, and serve as a source of information dissemination to the rest of the customer support engineering team
- Senior CSE TLS will provide guidance and assistance by taking an active role in the training and mentoring of other team members
- Senior CSE TLS may be the primary point person during customer impacting ICs, and may assist with StatusPage updates

Senior CSE TLS will be responsible for actively resolving customer tickets and related tasks including:

- Finds new opportunities and contributes to process improvement and refining of workflows to reduce toil and improve efficiency when possible
- Submits bug reports, well-scoped feature requests, and repeatedly demonstrates the ability to collaborate with multiple engineering stakeholders across teams to diagnose, review, and deploy bug fixes or minor feature improvements
- Assists with customers in person, or in live settings, and can simultaneously manage account expectations while diagnosing and solving technical problems relating to the TLS configuration
- Senior CSE TLS must be able to accurately understand the Fastly TLS production systems
- Senior CSE TLS will need to assist with debugging and replicating issues within customer-facing production systems, by working directly with the engineering teams of those systems

**Work Hours**: This position will require you to be available during core business hours.

**What We're Looking For**

**Basic Qualifications**:

- Repeated evidence of masterful written, verbal, and mass communication skills are a prerequisite for this role
- Ability to work under pressure and to deadlines to enable the TLS infrastructure to run optimally
- Familiarity with one or more scripting languages (e.g., Bash)
- Ability to debug issues using cURL, traceroute, dig and other network diagnostic tools
- Familiarity with OpenSSL
- Clear understanding of TLS and DNS protocols and ability to troubleshoot issues
- Habitually earns the trust of multiple Fastly organizations as a representative of and advocate for the customer
- Has an intimate understanding of Fastly's TLS offerings and products, and can quickly diagnose and trace related errors
- Past experience designing, implementing or supporting PKI or TLS systems
- Ideally 4+ years of experience in customer support or sysadmin role
- Business reading and writing proficiency in English language required

**Work Location(s) & Travel Requirements**
- Preferred locations for this position are:

- Tokyo, Japan

Fastly currently embraces a largely hybrid model for most roles which allows employees flexibility to split their time between the office and home.

This position may require travel as required by your role or requested by your manager.

**Benefits**

**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 that start on the first day of your employment with Fastly. Curious about our offerings?

**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.
- **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.
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