Customer Service Jobs at Fastly with Visa Sponsorship
Customer Service roles at Fastly sit at the intersection of technical support and enterprise relationships, requiring fluency in cloud networking, CDN concepts, and SLA management. Fastly has a track record of sponsoring international talent across customer-facing functions, making it a realistic target for visa-dependent job seekers.
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Get Access To All JobsINTRODUCTION
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.
ABOUT THE ROLE
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.
- 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 Must Have, Should Have, Could Have, Won't Have (MoSCoW) and Eisenhower matrices to prioritize team efforts. Use the Eliminate, Automate, Delegate, Simplify (EADS) model to optimize programmatic health.
- Technical Escalation & Matrix Ownership: Oversee the team's handling of complex service issues. Serve as the Accountable party in the Responsible, Accountable, Supportive, Consulted, Informed (RASCI) framework. Ensure your team navigates the Escalation Matrix (Tier 3 -> Product Management (PdM) -> Performance Programs) and adheres to Service Level Objectives (SLOs).
- Collaboration & Communication: Communicate effectively to technical and business audiences. Build effective relationships with cross-functional managers. Synthesize Risks, Assumptions, Issues, Decisions (RAID) logs into Executive Summaries. Ensure the MCP implements formalized "Bad-day" incident triage protocols. Adhere to Brand Editorial Standards.
- Operational Excellence & Metric Sustainment: Manage team budgets and monitor staffing needs. Drive your team toward specific annual goals. Maintain >97% Customer Satisfaction (CSAT), resolve Tier 3 cases in under 5 days, and keep engineering escalation rates <15%. Manage PagerDuty, shift scheduling, and Paid Time Off (PTO). Drive continuous platform improvement by managing Information Technology Infrastructure Library (ITIL) problem management and cross-functional reviews.
- Customer Focus: Build a team that puts customers at the center of objectives. Understand how the services your team provides offer value to the customer. Enable proactive observability, ensuring MCEs provide early anomaly detection to reduce fatigue and increase customer confidence.
BASIC QUALIFICATIONS
- Experience: 5+ years of experience in a people management role having managed 5-10 people in a hybrid work environment. You need a proven track record of leading high-performing, senior technical support, Escalation, or systems engineering teams.
- Technical Acumen: In-depth knowledge of Fastly products and services. You can substitute equivalent expertise in Content Delivery Networks (CDNs), cloud technologies, and web architecture.
- Metrics-Driven Leadership: Proven experience managing teams to strict Service Level Agreements (SLAs). You use Key Performance Indicators (KPIs) and support platforms to provide business insights and drive operational decisions.
- Customer Empathy: A deep-seated passion for customer success. You have experience de-escalating tense customer situations with grace and technical authority.
- Crisis Management: Proven ability to thrive and lead in a high-pressure, 24/7 issue-driven environment.
We’ll be super impressed if you have experience in any of these:
- Hands-on coding experience beyond Varnish Configuration Language (VCL) (e.g., JavaScript, Rust, Go, or C).
- Certifications such as ISO/IEC 20000 Lead Implementer, Lean Six Sigma Facilitator, or RAID Log Practitioner.
- Knowledge of Workforce Management (WFM) principles and capacity planning.
WORK HOURS
- This position requires your availability during core business hours.
- This position requires you to be reachable during planned weekend and holiday on-call rotations.
LOCATION
This position is a remote role and open to candidates residing in the following locations:
- US-Central preferred: Illinois, Minnesota, Missouri, Wisconsin, Iowa, Arkansas, Louisiana, Mississippi, Alabama, Texas and Oklahoma
- Candidates outside of the preferred locations may be asked to work US Central timezone hours to ensure proper leadership of their team members
This position may require travel as required by your role or requested by your manager.
SALARY
The estimated salary range for this position is $122,280 to $155,364. 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? We offer a comprehensive benefits package including medical, dental, and vision insurance. Family planning, mental health support along with Employee Assistance Program, Insurance (Life, Disability, and Accident), a Flexible Vacation policy and up to 18 days of accrued paid sick leave are there to help support our employees. We also offer 401(k) (including company match) and an Employee Stock Purchase Program. For 2026, we offer 12 paid local holidays, 12 paid company wellness days.
WHY FASTLY?
- We have a huge impact. Fastly is a small company with a big reach. Not only do our customers have a tremendous user base, but we also support a growing number of open source projects and initiatives. Outside of code, employees are encouraged to share causes close to their heart with others so we can help lend a supportive hand.
- We value diversity. Growing and maintaining our inclusive and diverse team matters to us. We are committed to being a company where our employees feel comfortable bringing their authentic selves to work and have the ability to be successful -- every day.
- We are passionate. Fastly is chock full of passionate people and we’re not ‘one size fits all’. Fastly employs authors, pilots, skiers, parents (of humans and animals), makeup geeks, coffee connoisseurs, and more. We love employees for who they are and what they are passionate about.
We’re always looking for humble, sharp, and creative folks to join the Fastly team. If you think you might be a fit please apply!
A fully completed application and resume or CV are 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 benefits and privileges of employment, please contact your Recruiter, or the Fastly Employee Relations team at candidateaccommodations@fastly.com or 501-287-4901.
Fastly collects and processes personal data submitted by job applicants in accordance with our Privacy Policy. Please see our privacy notice for job applicants.
INTRODUCTION
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.
ABOUT THE ROLE
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.
- 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 Must Have, Should Have, Could Have, Won't Have (MoSCoW) and Eisenhower matrices to prioritize team efforts. Use the Eliminate, Automate, Delegate, Simplify (EADS) model to optimize programmatic health.
- Technical Escalation & Matrix Ownership: Oversee the team's handling of complex service issues. Serve as the Accountable party in the Responsible, Accountable, Supportive, Consulted, Informed (RASCI) framework. Ensure your team navigates the Escalation Matrix (Tier 3 -> Product Management (PdM) -> Performance Programs) and adheres to Service Level Objectives (SLOs).
- Collaboration & Communication: Communicate effectively to technical and business audiences. Build effective relationships with cross-functional managers. Synthesize Risks, Assumptions, Issues, Decisions (RAID) logs into Executive Summaries. Ensure the MCP implements formalized "Bad-day" incident triage protocols. Adhere to Brand Editorial Standards.
- Operational Excellence & Metric Sustainment: Manage team budgets and monitor staffing needs. Drive your team toward specific annual goals. Maintain >97% Customer Satisfaction (CSAT), resolve Tier 3 cases in under 5 days, and keep engineering escalation rates <15%. Manage PagerDuty, shift scheduling, and Paid Time Off (PTO). Drive continuous platform improvement by managing Information Technology Infrastructure Library (ITIL) problem management and cross-functional reviews.
- Customer Focus: Build a team that puts customers at the center of objectives. Understand how the services your team provides offer value to the customer. Enable proactive observability, ensuring MCEs provide early anomaly detection to reduce fatigue and increase customer confidence.
BASIC QUALIFICATIONS
- Experience: 5+ years of experience in a people management role having managed 5-10 people in a hybrid work environment. You need a proven track record of leading high-performing, senior technical support, Escalation, or systems engineering teams.
- Technical Acumen: In-depth knowledge of Fastly products and services. You can substitute equivalent expertise in Content Delivery Networks (CDNs), cloud technologies, and web architecture.
- Metrics-Driven Leadership: Proven experience managing teams to strict Service Level Agreements (SLAs). You use Key Performance Indicators (KPIs) and support platforms to provide business insights and drive operational decisions.
- Customer Empathy: A deep-seated passion for customer success. You have experience de-escalating tense customer situations with grace and technical authority.
- Crisis Management: Proven ability to thrive and lead in a high-pressure, 24/7 issue-driven environment.
We’ll be super impressed if you have experience in any of these:
- Hands-on coding experience beyond Varnish Configuration Language (VCL) (e.g., JavaScript, Rust, Go, or C).
- Certifications such as ISO/IEC 20000 Lead Implementer, Lean Six Sigma Facilitator, or RAID Log Practitioner.
- Knowledge of Workforce Management (WFM) principles and capacity planning.
WORK HOURS
- This position requires your availability during core business hours.
- This position requires you to be reachable during planned weekend and holiday on-call rotations.
LOCATION
This position is a remote role and open to candidates residing in the following locations:
- US-Central preferred: Illinois, Minnesota, Missouri, Wisconsin, Iowa, Arkansas, Louisiana, Mississippi, Alabama, Texas and Oklahoma
- Candidates outside of the preferred locations may be asked to work US Central timezone hours to ensure proper leadership of their team members
This position may require travel as required by your role or requested by your manager.
SALARY
The estimated salary range for this position is $122,280 to $155,364. 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? We offer a comprehensive benefits package including medical, dental, and vision insurance. Family planning, mental health support along with Employee Assistance Program, Insurance (Life, Disability, and Accident), a Flexible Vacation policy and up to 18 days of accrued paid sick leave are there to help support our employees. We also offer 401(k) (including company match) and an Employee Stock Purchase Program. For 2026, we offer 12 paid local holidays, 12 paid company wellness days.
WHY FASTLY?
- We have a huge impact. Fastly is a small company with a big reach. Not only do our customers have a tremendous user base, but we also support a growing number of open source projects and initiatives. Outside of code, employees are encouraged to share causes close to their heart with others so we can help lend a supportive hand.
- We value diversity. Growing and maintaining our inclusive and diverse team matters to us. We are committed to being a company where our employees feel comfortable bringing their authentic selves to work and have the ability to be successful -- every day.
- We are passionate. Fastly is chock full of passionate people and we’re not ‘one size fits all’. Fastly employs authors, pilots, skiers, parents (of humans and animals), makeup geeks, coffee connoisseurs, and more. We love employees for who they are and what they are passionate about.
We’re always looking for humble, sharp, and creative folks to join the Fastly team. If you think you might be a fit please apply!
A fully completed application and resume or CV are 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 benefits and privileges of employment, please contact your Recruiter, or the Fastly Employee Relations team at candidateaccommodations@fastly.com or 501-287-4901.
Fastly collects and processes personal data submitted by job applicants in accordance with our Privacy Policy. Please see our privacy notice for job applicants.
See all 25+ Customer Service at Fastly jobs
Sign up for free to unlock all listings, filter by visa type, and get alerts for new Customer Service at Fastly roles.
Get Access To All JobsTips for Finding Customer Service Jobs at Fastly Jobs
Frame your technical depth upfront
Customer Service roles at Fastly support enterprise clients on edge cloud infrastructure. Tailor your resume to show familiarity with CDN, network performance, or SaaS support environments so hiring managers see you as a specialist, not a generalist.
Confirm sponsorship eligibility before applying
Not every Customer Service opening at Fastly triggers the same sponsorship process. During your initial recruiter screen, ask directly whether the role is open to H-1B transfers or new petitions, so you avoid investing weeks in a pipeline that won't move forward.
Search verified sponsoring employers on Migrate Mate
Filter for Fastly Customer Service openings on Migrate Mate to see roles where visa sponsorship has been confirmed, saving you from applying through general job boards where sponsorship status is unclear or buried in small print.
Time your OPT application to align with Fastly's hiring cycles
Fastly tends to hire Customer Service roles on a rolling basis rather than in seasonal cohorts. If you're on F-1 OPT, file your EAD application with USCIS at least 90 days before your program end date to avoid a work authorization gap during onboarding.
Prepare documentation that supports a specialty occupation case
H-1B eligibility for Customer Service roles at a technology company hinges on demonstrating the position requires a specific bachelor's degree or higher. Gather transcripts, degree equivalency evaluations, and a detailed job description that maps your academic background to the technical duties involved.
Understand the PERM timeline if you're targeting permanent residence
Fastly sponsors EB-2 and EB-3 Green Cards, but PERM labor certification through DOL typically takes 12 to 18 months before an I-140 petition can be filed. Raise long-term sponsorship intentions with your recruiter before or during the offer stage, not after you've started.
Customer Service at Fastly jobs are hiring across the US. Find yours.
Find Customer Service at Fastly JobsFrequently Asked Questions
Does Fastly sponsor H-1B visas for Customer Service roles?
Yes, Fastly sponsors H-1B visas for Customer Service positions. Because these roles at Fastly involve technically complex work supporting enterprise clients on edge cloud and CDN infrastructure, they can qualify as specialty occupations under USCIS standards. Sponsorship availability varies by specific role and team, so confirming with the recruiter early in the process is the most reliable way to avoid late-stage surprises.
How do I apply for Customer Service jobs at Fastly?
Apply directly through Fastly's careers page, or use Migrate Mate to browse verified Customer Service openings at Fastly where visa sponsorship has already been confirmed. Tailor your application to highlight experience with enterprise SaaS support, technical troubleshooting, or client success in a cloud or networking environment, which aligns closely with what Fastly's Customer Service teams handle day to day.
Which visa types does Fastly commonly use for Customer Service positions?
Fastly sponsors H-1B, TN, and F-1 OPT and CPT for Customer Service roles, and supports EB-2 and EB-3 Green Card pathways for longer-term employees. TN is an option for Canadian and Mexican nationals in qualifying occupational categories. F-1 OPT allows recent graduates to work for up to 12 months, with a 24-month STEM extension available if the role qualifies.
What qualifications does Fastly expect for Customer Service roles?
Fastly's Customer Service positions typically require a bachelor's degree alongside demonstrated experience in technical support, account management, or client success within a SaaS or cloud infrastructure environment. Familiarity with CDN products, network troubleshooting, or enterprise SLA management strengthens your candidacy considerably. For H-1B purposes, the degree should be in a field directly relevant to the technical responsibilities of the role.
How do I navigate the visa filing timeline after receiving a Customer Service offer from Fastly?
The timeline depends on your current status. H-1B cap-subject petitions must be filed in April for an October 1 start, so if you receive an offer outside that window, a cap-exempt transfer or OPT bridge may be needed. USCIS premium processing reduces the adjudication window to 15 business days for I-129 petitions. Align your start date conversation with Fastly's HR team around these deadlines before signing your offer letter.
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