Senior Customer Support Engineer, TLS

The Senior TLS Support Engineer serves as a specialist and custodian of Fastly's customer-facing Transport Layer Security (TLS) infrastructure.

The job is a varied one: helping customers troubleshoot issues, coming up with improved processes to deal with procurement and maintenance of TLS certificates, creating documentation and training materials for the other Support Engineers, acting as a local expert to provide the Sales, Client and Support Teams with knowledge and best practices they need, as well as maintaining the TLS infrastructure and resources.

What You'll Do:

• Answer customer support tickets about TLS, DNS and related technologies


• Be a pro-active source of information regarding Fastly's TLS platform


• Engage in the operational tasks needed to keep Fastly's TLS infrastructure running optimally.


• 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.


• Take an active role in the training of Senior Customer Engineers and Customer Support Engineers


• Serve as the primary point person during customer impacting ICs, and may assist with StatusPage updates.
  
  Repeated evidence of masterful written, verbal, and mass communication skills are a prerequisite for this role.


• Ability to accurately understand the Fastly TLS production systems. Assist with debugging and replicating issues within customer-facing production systems, by working directly with the engineering teams of those systems.


• Ability to work under pressure and to deadlines to enable the TLS infrastructure to run optimally.


• Ability to work independently and escalate issues appropriately


We'll be super impressed if you have experience in any of these:

• Previous experience in CDN, web performance, cloud environments


• Previous experience in SSL/TLS or other related PKI systems


• Demonstrated self-starter, showing curiosity and motivation without being pushed
  
  Fastly helps people stay better connected with the things they love. Fastly's edge cloud platform enables customers to create great digital experiences quickly, securely, and reliably by processing, serving, and securing our customers' applications as close to their end-users as possible - at the edge of the Internet. The platform is designed to take advantage of the modern internet, to be programmable, and to support agile software development. Fastly's customers include many of the world's most prominent companies, including Vimeo, Pinterest, The New York Times, and GitHub., 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. As a new hire, you will be able to attend our IN-PERSON new hire orientation in our San Francisco office! It is an exciting week-long experience that we offer to new employees to build connections with colleagues across Fastly, participate in hands-on learning opportunities, and immerse yourself in our culture firsthand.


• 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 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?


We offer a comprehensive benefits package designed to meet your needs. Our offerings may vary depending on the country where you work and are subject to change.