Manager, Customer Support Engineering

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 GitHub, Yelp, Paramount, and JetBlue.

We’re building a more trustworthy Internet. Come join us. Manager of Customer Support Engineering About the Customer Support Engineering Team The Customer Support Engineering (CSE) team is the primary interface for Fastly customers navigating our edge cloud platform.

As a Manager of CSE, you manage the people, processes, and performance of a unified Tier 1, 2, and 3 team. You ensure we deliver a transparent, technical, and empathetic support experience. You bridge the gap between front-line queues and deep escalation investigations.

Additionally, you manage dedicated Mission Control Engineers (MCEs) supporting our proactive Mission Control Program (MCP). The MCP is Fastly’s dedicated initiative for proactive observability, strategic advocacy, and specialized event management. It acts as a strategic evolution from reactive troubleshooting to a highly predictable, scalable, and sustainable observability operation, ensuring our platform and support scale seamlessly to protect our strategic customers during their highest-traffic events.

What You’Ll Do:

Multi-Tier Team & Program Leadership: Lead and motivate a distributed team of T1/T2/T3 engineers, including dedicated MCE resources. Ensure the MCP scales seamlessly to protect strategic customers during high-traffic events. Coach technical staff from reactive Operators into strategic Owners. Delivery & Execution: Identify workflow bottlenecks. Remove roadblocks and create realistic project timelines. Deliver time-sensitive projects on schedule. Oversee standardized runbooks and After-Action Report (AAR) handoffs to Engineering and Product for MCP engagements. Strategic Resource Governance: A “Swarm” is a CSE-led approach to resolving complex customer issues with a broader internal technical group of subject matter experts, managers monitor swarm health and audit cases for adherence to the Rules of Engagement. Apply 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