Customer Support Jobs at Fastly with Visa Sponsorship
Fastly hires Customer Support professionals to help enterprise clients get the most out of its edge cloud platform. The company has a track record of sponsoring work visas for this function, making it a realistic target if you're on OPT, H-1B, or a TN and looking to build a technical support career in the U.S.
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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 Support at Fastly jobs
Sign up for free to unlock all listings, filter by visa type, and get alerts for new Customer Support at Fastly roles.
Get Access To All JobsTips for Finding Customer Support Jobs at Fastly Jobs
Frame Your Experience Around Edge Infrastructure
Fastly's Customer Support roles focus on CDN, edge computing, and network performance troubleshooting. Tailor your resume to highlight experience with API debugging, latency diagnostics, or enterprise SLA management so your application reads as infrastructure-aware, not generic helpdesk.
Verify Your OPT Start Date Before Applying
If you're on F-1 OPT, confirm your EAD card is already in hand before accepting an offer. Fastly's onboarding timelines can move fast, and USCIS recommends having your EAD card in hand before your start date to avoid I-9 complications.
Target Roles That List Sponsorship Explicitly
Not every Customer Support opening at Fastly will flag sponsorship eligibility upfront. Use Migrate Mate to filter Fastly listings by visa type so you're only investing time in roles where H-1B or TN sponsorship is confirmed, not assumed.
Ask About LCA Filing Timelines During Offer Stage
Before signing, ask Fastly's recruiting team when they plan to file the Labor Condition Application with DOL. The LCA must be certified before your H-1B petition can be submitted, and delays here directly push back your start date.
Prepare Technical Proficiency Documentation Early
Fastly frequently asks Customer Support candidates to demonstrate hands-on knowledge of web protocols, caching logic, or CLI tools. Gather certifications, project write-ups, or portfolio examples before interviews so they're ready if a hiring manager requests supporting materials.
Understand How TN Status Fits Customer Support Roles
Canadian and Mexican nationals should confirm the specific TN category that covers their Customer Support title before the offer stage. USCIS adjudicators scrutinize whether the role qualifies under a recognized TN profession, so aligning your job title and duties to an eligible category matters.
Customer Support at Fastly jobs are hiring across the US. Find yours.
Find Customer Support at Fastly JobsFrequently Asked Questions
Does Fastly sponsor H-1B visas for Customer Supports?
Yes, Fastly has sponsored H-1B visas for Customer Support roles. The company files H-1B petitions through the standard USCIS cap lottery process, which opens each April for an October 1 start date. If you're already on an H-1B with another employer, Fastly can file an H-1B transfer without waiting for the lottery, letting you start sooner.
How do I apply for Customer Support jobs at Fastly?
Apply directly through Fastly's careers page or use Migrate Mate to browse and filter open Customer Support roles by visa sponsorship eligibility. When you apply, tailor your resume to reflect Fastly's edge cloud environment and enterprise client base. Highlight any experience with CDN platforms, API troubleshooting, or technical account management to differentiate yourself early in the screening process.
Which visa types does Fastly commonly use for Customer Support roles?
Fastly sponsors H-1B, TN, and Green Card pathways (EB-2 and EB-3) for Customer Support professionals. The company also accepts F-1 OPT and CPT, which is particularly relevant for recent graduates in computer science or information systems programs who are entering technical support roles before transitioning to an H-1B.
What qualifications does Fastly typically expect for Customer Support roles?
Fastly's Customer Support positions generally require a background in networking, web infrastructure, or a related technical field. You'll typically need hands-on familiarity with HTTP protocols, content delivery concepts, or enterprise SLA environments. A bachelor's degree in computer science, information technology, or a related discipline strengthens your H-1B specialty occupation case and aligns with the technical depth Fastly expects from support hires.
How long does the visa sponsorship process take for a Fastly Customer Support offer?
Timeline depends on your visa type. An H-1B transfer from an existing employer can be filed immediately and takes two to four months with standard USCIS processing, or two to three weeks with premium processing. A new H-1B through the cap lottery requires waiting for the April registration window. TN status for Canadian citizens can be granted at the port of entry on your start date, making it the fastest path if your role qualifies.
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