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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 helps businesses deliver secure, reliable digital experiences by processing and protecting applications close to end users. Our customers include organizations like GitHub, Yelp, Paramount, and JetBlue. We aim to build a more trustworthy Internet.

About the Customer Support Engineering Team

The Customer Support Engineering (CSE) team is the main point of contact for Fastly customers using our edge cloud platform. The team handles support across Tier 1, 2, and 3 levels, ensuring a technical and empathetic experience. The group also manages Mission Control Engineers (MCEs), who support our proactive Mission Control Program (MCP). This program focuses on observability, advocacy, and event management, shifting from reactive troubleshooting to a more predictable and scalable support operation. The goal is to help strategic customers during their busiest times with reliable support and observability.

What You Will Do

  • Lead a distributed support team: Manage T1, T2, and T3 engineers, as well as dedicated MCEs. Mentor the team to move from reactive support to proactive ownership. Ensure the Mission Control Program can scale to protect customers during high-traffic events.
  • Drive delivery and execution: Spot workflow bottlenecks, remove obstacles, and set achievable project timelines. Oversee timely project completion. 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 subject matter experts as needed. Monitor the health of these swarms and audit cases for compliance. Apply MoSCoW and Eisenhower matrices for prioritization, and use the EADS model to assess program health.

Locations

This role can be based 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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