Security Support Engineer

About the role

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.

*Job posting may close early due to the volume of applicants.

Leveraging our growing security product suite, a Security Support Engineer contributes real world security insights to Fastly and our customers as part of our Security Product Support (SPS) team, as we address Internet-scale threats.

The SPS team provides operational support for Fastly's security products and services. Security Support Engineers within this team focus on delivering outstanding security product services to our customers. The team works with the operations, product engineering, and customer organizations internally to respond to security product issues faced across Fastly's entire base of security customers.

What You'll Do

You will be responsible for providing product support for Fastly's security products, including our Next-Gen WAF, to customers across the globe. This includes assisting with product installation, configuration, troubleshooting, and triage of security incidents. You will help customers establish and secure their web applications, debug WAF deployment configurations, and resolve technical issues to ensure they derive maximum benefit from Fastly's security offerings.

Security Support Engineers are responsible for the following

• Manage incoming customer inquiries
• Deliver exceptional support for customer security concerns
• Ensure high-quality customer interactions
• Conduct thorough troubleshooting and triage of customer-reported issues related to WAF and other security product functionalities
• Document common issues, solutions, and best practices to contribute to internal knowledge bases and runbooks
• Address inquiries and alerts in accordance with established Service Level Agreements (SLAs)
• Contribute to the development of scalable organizational processes and policies
• Escalate complex issues to senior team members as required

What We're Looking For

• Strong interest in infosec and application security
• A foundational understanding of common web application vulnerabilities (e.g., OWASP Top 10)
• Working knowledge of core internet technologies like DNS, HTTP, and TLS
• Some experience with command line Linux server environments (Windows Server a plus)
• An understanding of the OSI model
• 1+ years of experience in a technical support, DevOps, or Solutions Engineering role, ideally focused on application security, web infrastructure, or cloud environments
• Familiarity with configuring, deploying, or managing applications in cloud environments (e.g., AWS, Azure, GCP) or using CI/CD pipelines is a plus
• Practical troubleshooting experience with WAF products, network proxies, or application delivery controllers
• Scripting ability in popular coding/scripting languages
• Desire to contribute to the processes and policies that scale our organization as we grow
• Self-motivated and able to work independently, but also thrives in a supportive team environment
• Fluency in English (both spoken and written) required, and you know how to adapt content for different audiences
• Communicate with clients to resolve concerns and escalations; monitor and manage service-impacting issues through resolution to ensure client satisfaction
• Focused on delivering exceptional customer experiences

Work Hours

Tuesday to Saturday each week around core business hours: 9am - 6pm - EST

Work Location(s) & Travel Requirements

This position is open to the following preferred office locations

• Remote (US-East hours)

This position will require travel as required by your role or requested by your manager.

Salary

The estimated salary range for this position is $90,650 - $108,780.

Starting salary may vary based on permissible, non-discriminatory factors such as experience, skills, qualifications, and location.

This role may be eligible to participate in Fastly's equity and discretionary bonus programs.

Benefits

• We care about you.
• Fastly works hard to create a positive environment for our employees, and we think your life outside of work is important too.
• We support our teams with great benefits that start on the first day of your employment with Fastly.
• Curious about our offerings?

AI Statement

To ensure a fair and equitable interview process for everyone, the use of AI technologies-including real-time transcription tools, automated scripts, AI copilots, or external assistants-is strictly prohibited during the interview process unless explicitly authorized by the company in advance. Unauthorized use of AI tools may result in disqualification.