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Manager of Customer Support Engineering

FastlyAustin, TX; Birmingham, AL; Chicago, IL; Denver, CO; Des Moines, IA; Little Rock, AR; Milwaukee, WI; Minneapolis, MN; New Orleans, LA; Oklahoma City, OK
On-site Full-time $122.3K/yr - $155.4K/yr

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Experience Level

Manager

Qualifications

To succeed in this role, candidates should possess strong leadership and communication skills, technical expertise in customer support engineering, and the ability to manage and inspire diverse teams. Experience with cloud platforms and a deep understanding of customer needs are essential. A proven track record in project management and process optimization will be highly regarded.

About the job

Fastly’s edge cloud platform supports organizations like GitHub, Yelp, Paramount, and JetBlue by processing and protecting digital applications close to users. The company’s mission is to create a more trustworthy Internet through secure and reliable digital experiences.

Team overview

The Customer Support Engineering (CSE) team serves as the primary contact for Fastly customers using the edge cloud platform. This group manages support across Tier 1, 2, and 3, focusing on both technical expertise and empathy. The team also leads Mission Control Engineers (MCEs), who deliver proactive support through the Mission Control Program (MCP). MCP emphasizes observability, advocacy, and event management, aiming to shift from reactive troubleshooting to proactive, scalable support. Strategic customers benefit from reliable assistance and strong observability during their busiest periods.

What you will do

  • Lead a distributed support team: Manage engineers at all support tiers and dedicated MCEs. Mentor the group to adopt proactive ownership and ensure the Mission Control Program can scale for high-traffic events.
  • Drive delivery and execution: Identify workflow bottlenecks, clear obstacles, and set realistic project timelines. Oversee project completion and manage runbooks and After-Action Report handoffs to Engineering and Product for MCP activities.
  • Oversee strategic resource governance: Use a "Swarm" approach to resolve complex customer issues, involving internal experts when needed. Monitor the health of these swarms, audit cases for compliance, and apply prioritization frameworks such as MoSCoW, Eisenhower matrices, and the EADS model to assess program health.

Location

This position is available in Austin, TX; Birmingham, AL; Chicago, IL; Denver, CO; Des Moines, IA; Little Rock, AR; Milwaukee, WI; Minneapolis, MN; New Orleans, LA; or Oklahoma City, OK.

About Fastly

Fastly is committed to enabling people and businesses to stay connected through our innovative edge cloud platform, designed for speed, security, and reliability. We pride ourselves on our agile software development capabilities and our ability to support some of the most recognized brands in the world.

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