Network Support Engineer

The Fastly Edge Cloud Platform powers the best of the internet, and our Mission Control Program (MCP) — a key function within our broader Customer Experience organization — ensures this mission is a success through rigorous operational excellence.

As a Network Support Engineer, you are the steward of service quality, distilling vast streams of monitoring data into precise, actionable events before they impact our strategic accounts, high-profile digital partners, and designated strategic enterprise support customers. You are more than a responder; you are a champion of problem management and continuous improvement, ensuring our platform remains resilient for organizations within our Performance and Focus Centers. During acute platform incidents, you act as a critical advocate for these accounts, collaborating with incident commanders to ensure mitigation strategies prioritize the stability of their unique traffic profiles. Working in association with various engineering teams for network delivery and compute services, you provide the proactive troubleshooting, maintenance coordination, and focus on leading contributing factor analysis required to manage the world's most complex traffic.

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  Distill high-velocity monitoring data into actionable events for strategic and high-touch enterprise accounts using the Fastly Observability platform to identify and resolve performance trends

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  Lead Live Event Monitoring (LEM) initiatives for high-profile traffic events, ensuring a high-quality and seamless digital experience

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  Manage administrative updates and coordination via fastlystatus.com to provide transparent, impact-focused communication between engineering and revenue teams

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  Advocate for strategic customers during maintenance planning to ensure early notifications and identify necessary configuration updates before implementation

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  Partner with incident commanders and escalation management during acute platform disruptions to advocate for strategic accounts and ensure mitigations are targeted for their specific performance needs

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  Drive continuous improvement by developing and maintaining shared customer runbooks with customized, proactive thresholds for our Performance, Focus Center, and strategic enterprise partners

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  Lead the transition from incident response to problem management by identifying leading contributing factors and coordinating with engineering teams for network delivery and compute services

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  Work with Advanced Professional Services to identify platform gaps that may appear as security vulnerabilities or false-positive attack patterns

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  Manage customer CDN configurations via digital channels while advocating for the unique needs of our performance-critical accounts

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  Help scale our proactive support capabilities by developing global monitoring policies rooted in high-quality industry standards

• 5+ years of experience in network and systems engineering, specifically within a NOC or high-scale support environment

• Deep foundational knowledge of networking protocols and the ability to debug connections using cURL, traceroute, and MTR

• Hands-on experience with Linux environments and the ability to navigate complex distributed system infrastructures

• Proven track record of maintaining composure and empathy during high-pressure live event monitoring situations

• Exceptional communication skills with the ability to tailor technical depth for both engineering and executive audiences

• Strong multitasking abilities to manage proactive alerts alongside standard configuration requests in a dynamic environment

• Fluency in written and spoken English

• Practical experience applying ITIL or ISO 20000:1 service management standards to drive operational quality and continuous improvement

• Bachelor’s degree in Computer Science, a similar IT discipline, or equivalent technical experience

• Familiarity with programming or scripting languages (e.g., Python, Go) for automation and data analysis

• Prior experience working specifically within the CDN or edge cloud industry

This position supports our global 24/7 operations. Working schedules are:

Tuesday~Saturday & Sunday~Thursday 8am~5pm SGT 

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 benefits and privileges of employment, please contact your Recruiter, or the Fastly Employee Relations team at [email protected] or 501-287-4901. 

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