Security Support Engineers are responsible for the following
Manage incoming customer inquiries
Deliver exceptional support for customer security concerns
Ensure high-quality customer interactions
Conduct thorough troubleshooting and triage of customer-reported issues related to WAF and other security product functionalities
Document common issues, solutions, and best practices to contribute to internal knowledge bases and runbooks
Address inquiries and alerts in accordance with established Service Level Agreements (SLAs)
Contribute to the development of scalable organizational processes and policies
Escalate complex issues to senior team members as required
What We're Looking For
Strong interest in infosec and application security
A foundational understanding of common web application vulnerabilities (e.g., OWASP Top 10)
Working knowledge of core internet technologies like DNS, HTTP, and TLS
Some experience with command line Linux server environments (Windows Server a plus)
An understanding of the OSI model
1+ years of experience in a technical support, DevOps, or Solutions Engineering role, ideally focused on application security, web infrastructure, or cloud environments
Familiarity with configuring, deploying, or managing applications in cloud environments (e.g., AWS, Azure, GCP) or using CI/CD pipelines is a plus
Practical troubleshooting experience with WAF products, network proxies, or application delivery controllers
Scripting ability in popular coding/scripting languages
Desire to contribute to the processes and policies that scale our organization as we grow
Self-motivated and able to work independently, but also thrives in a supportive team environment
Fluency in English (both spoken and written) required, and you know how to adapt content for different audiences
Communicate with clients to resolve concerns and escalations; monitor and manage service-impacting issues through resolution to ensure client satisfaction
Focused on delivering exceptional customer experiences
Work Hours
Tuesday to Saturday each week around core business hours: 9am - 6pm - EST
Work Location(s) & Travel Requirements
This position is open to the following preferred office locations:
Remote (US-East hours)
This position will require travel as required by your role or requested by your manager.
Salary
The estimated salary range for this position is $90,650 - $108,780.
Starting salary may vary based on permissible, non-discriminatory factors such as experience, skills, qualifications, and location.
This role may be eligible to participate in Fastly’s equity and discretionary bonus programs.
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?
AI Statement
To ensure a fair and equitable interview process for everyone, the use of AI technologies—including real-time transcription tools, automated scripts, AI copilots, or external assistants—is strictly prohibited during the interview process unless explicitly authorized by the company in advance. Unauthorized use of AI tools may result in disqualification.
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 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! A fully completed application and resume or CV are required when applying.
All job applications must be submitted through our official careers site at www.fastly.com/about/careers. We will never request sensitive information, such as your Social Security number, bank account or credit card information during the application process. All official communication will come from an @fastly.com or @recruiting.fastly.com email address.
Fastly is committed to ensuring equal employment opportunity and to providing employees with a safe and welcoming work environment free of discrimination and harassment. Our employment decisions are based on business needs, job requirements and individual qualifications. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, family or parental status, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
Consistent with the Americans with Disabilities Act (ADA) and federal or state disability laws, Fastly will provide reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact your Recruiter, or the Fastly Employee Relations team at candidateaccommodations@fastly.com or 501-287-4901.
Fastly collects and processes personal data submitted by job applicants in accordance with our Privacy Policy. Please see our privacy notice for job applicants.
