Customer Solutions Engineer

Customer Solutions Engineer

Our customers are interested in optimising their product delivery, global footprint, and user experience using the Fastly platform. You will be on the front lines of this adoption. Internally we title this role as a Customer Solutions Engineer (CSE) within the Fastly Revenue Organisation. As a trusted customer advocate, the CSE will help organisations understand various technologies such as Edge Computing and CDN architectures, as well as assisting them on efficiently migrating existing workloads to Fastly, all while linking technology with measurable business value. You should be able to demonstrate technical ownership across assigned strategic customer accounts, bringing emotional intelligence and clear communication to all interactions and audiences (both technical and non-technical). With your technical expertise, you should act as a problem solver, identifying challenges and advocating solutions. 

At Fastly, we are looking for individuals who are passionate about technology and have an ongoing drive and capability to absorb and retain vast amounts of deep technical information.

What You'll Do:

• As the resident Fastly architect for your customer, you are an extension of the customer’s technical team, and represent and champion the customers needs within Fastly

• Develop technical relationships with customers to build a deep understanding of their team, infrastructure, plans, and problems they are encountering

• Post sales implementation of Fastly products, such as logging endpoints, image optimisation and VCL coding while documenting key aspects of the customer’s configuration for troubleshooting and engagement

• Investigate and recommend improvements to customers implementation and utilisation of Fastly’s technology stack

• Look for opportunities to introduce new Fastly products that compliment the customer’s needs

• Partner internally to create customer strategies and assist in support requests or problems for assigned customers

• Participate in regularly scheduled customer meetings on-site and by video/phone as necessary, including cadence calls and Quarterly Business Review meetings

• Responsible for tracking and reporting on the health of your customer accounts, providing regular updates to Client Services leadership

What We're Looking For: 

• 5 + years Pre-Sales or Post-Sales experience in Sales Engineering, Web Development, Customer facing DevOps Engineer, Technical Account Management, or Solutions Architect

• This is a hands on role, you must be willing to roll your sleeves hop on the keyboard and tackle customer issues and requests

• Understanding of networking, including, BGP, internet routing, and the difference between transit and peering

• Understanding of HTTP/s, TCP, TLS, DNS, HLS, DASH, Load Balancing, Apache, NGINX

• Hands-on experience with Linux and scripting languages/tools such as (Python, Sed, Awk, Perl, JSON, Ruby, GO, Node.js)

• Experience with internet and cloud based architecture as well as an understanding of bare metal deployments as well as cloud environments such as AWS, Azure, and GCP

• Empathy and understanding of the customer

• Possess a comfort level with presenting and leading customer presentations and training

• Strong interpersonal, communication and feedback (writing and verbal), critic