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.

