H-1B Visa Customer Support Jobs
Customer Support roles qualify for H-1B sponsorship when the position requires at least a bachelor's degree in a directly related field, such as communications, business, or information systems. Employers filing LCAs for these roles must meet DOL prevailing wage requirements, and the 85,000-slot annual cap and lottery apply.
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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.
ROLE
Customer Support Engineer
The Fastly Edge Cloud Platform powers the best of the internet, and our Customer Support Engineering (CSE) — a key function within our broader Customer Experience organization — ensures customer experiences are a success through a transparent and timely support management system. This opening is for a Customer Support Engineer, Tier I, an entry-level position within our three-tiered team (Tier I, Tier II, and Tier III) that offers multiple opportunities for future career development within Fastly. Fastly is seeking a technical expert for customers using our delivery and compute platforms. This role requires a strong understanding of internet protocols and the ability to advise on code updates that modify traffic at the network edge. You will not handle general IT or security (WAF/DDoS) tickets; instead, you will be the definitive expert on VCL logic, serverless compute, and the Fastly Control Panel.
- Programmable edge troubleshooting: Review our customer configurations and debug VCL logic and Compute (Wasm) applications, optimizing cache hit ratios, and manipulating HTTP headers.
- UI mastery: Guide customers through the Fastly Control Panel, RBAC configurations, and custom observability dashboards.
- High-velocity customer support: Resolve technical inquiries across email, chat, and Slack with a target first response time (FRT) of less than 30 minutes.
- Customer advocacy and continuous learning: Move beyond just fixing tickets by educating customers on edge architecture and troubleshooting methodologies. Actively seek out new mitigation strategies and triage tips, sharing your learnings and contributing to our established documentation.
- Omnichannel customer support: Resolve technical inquiries across email, chat (powered by Slack), and portal engagements, including live triage sessions over video or telephone conferences, with a target first response time (FRT) Service Level Agreement (SLA).
- Collaborative escalation: Recognize when to ask for help. You will learn to properly escalate support cases to higher-tier teams to advocate for a timely resolution for our customers.
- Live event monitoring and on-call coverage: Monitor metrics during large network events and proactively report degradation to our customers. This role includes an on-call rotation managed by PagerDuty, covering weekends, select after-hours, and corporate holidays (which includes additional holiday pay).
BASIC QUALIFICATIONS
- Experience: 2-4 years in a technical support, sysadmin, or network-focused role.
- Protocol proficiency: Demonstrated understanding of HTTP/s, TCP/IP, TLS, and DNS (must explain delivering a webpage in under 200 milliseconds).
- Program Language Proficiency: Recent coding bootcamp graduates with a focus in VCL, Python, Ruby/Go, JavaScript, Rust, etc. with a demonstrated entry to moderate level of efficiency.
- UI and API literacy: Proficiency navigating modern SaaS control panels and RESTful APIs via CLI.
- Customer-facing business acumen: Strong written communication skills and analytical skills with experience supporting customers via email, chat, ticketing system or phone.
- Triage proficiency: Demonstrated understanding of network related telemetry and diagnostic tools.
- Industry exposure: Demonstrated understanding of networking, including, BGP, internet routing, and the difference between transit and peering.
PREFERRED QUALIFICATIONS
- BA/BS degree or equivalent experience, major in engineering, computer science, or MIS a plus.
- Experience with Varnish, Varnish Configuration Language.
- Experience in the CDN or cloud computing industries.
- Experience in review/diagnosing log tools (DataDog, New Relic, etc).
- Basic knowledge of Cloud Platforms (GCP, Azure, AWS).
WORK HOURS
- This position will require you to work a Tuesday - Saturday Shift EST hours.
- This position will require an estimated 12-24 hours per month on-call.
LOCATION
This position is open to the following preferred office locations:
- New York, NY, US
- Denver, CO, US
Fastly currently embraces a largely hybrid model for most roles which allows employees flexibility to split their time between the office and home.
SALARY
The estimated salary range for this position is $77,060 to $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?
For a U.S.-based Role
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.
ROLE
Customer Support Engineer
The Fastly Edge Cloud Platform powers the best of the internet, and our Customer Support Engineering (CSE) — a key function within our broader Customer Experience organization — ensures customer experiences are a success through a transparent and timely support management system. This opening is for a Customer Support Engineer, Tier I, an entry-level position within our three-tiered team (Tier I, Tier II, and Tier III) that offers multiple opportunities for future career development within Fastly. Fastly is seeking a technical expert for customers using our delivery and compute platforms. This role requires a strong understanding of internet protocols and the ability to advise on code updates that modify traffic at the network edge. You will not handle general IT or security (WAF/DDoS) tickets; instead, you will be the definitive expert on VCL logic, serverless compute, and the Fastly Control Panel.
- Programmable edge troubleshooting: Review our customer configurations and debug VCL logic and Compute (Wasm) applications, optimizing cache hit ratios, and manipulating HTTP headers.
- UI mastery: Guide customers through the Fastly Control Panel, RBAC configurations, and custom observability dashboards.
- High-velocity customer support: Resolve technical inquiries across email, chat, and Slack with a target first response time (FRT) of less than 30 minutes.
- Customer advocacy and continuous learning: Move beyond just fixing tickets by educating customers on edge architecture and troubleshooting methodologies. Actively seek out new mitigation strategies and triage tips, sharing your learnings and contributing to our established documentation.
- Omnichannel customer support: Resolve technical inquiries across email, chat (powered by Slack), and portal engagements, including live triage sessions over video or telephone conferences, with a target first response time (FRT) Service Level Agreement (SLA).
- Collaborative escalation: Recognize when to ask for help. You will learn to properly escalate support cases to higher-tier teams to advocate for a timely resolution for our customers.
- Live event monitoring and on-call coverage: Monitor metrics during large network events and proactively report degradation to our customers. This role includes an on-call rotation managed by PagerDuty, covering weekends, select after-hours, and corporate holidays (which includes additional holiday pay).
BASIC QUALIFICATIONS
- Experience: 2-4 years in a technical support, sysadmin, or network-focused role.
- Protocol proficiency: Demonstrated understanding of HTTP/s, TCP/IP, TLS, and DNS (must explain delivering a webpage in under 200 milliseconds).
- Program Language Proficiency: Recent coding bootcamp graduates with a focus in VCL, Python, Ruby/Go, JavaScript, Rust, etc. with a demonstrated entry to moderate level of efficiency.
- UI and API literacy: Proficiency navigating modern SaaS control panels and RESTful APIs via CLI.
- Customer-facing business acumen: Strong written communication skills and analytical skills with experience supporting customers via email, chat, ticketing system or phone.
- Triage proficiency: Demonstrated understanding of network related telemetry and diagnostic tools.
- Industry exposure: Demonstrated understanding of networking, including, BGP, internet routing, and the difference between transit and peering.
PREFERRED QUALIFICATIONS
- BA/BS degree or equivalent experience, major in engineering, computer science, or MIS a plus.
- Experience with Varnish, Varnish Configuration Language.
- Experience in the CDN or cloud computing industries.
- Experience in review/diagnosing log tools (DataDog, New Relic, etc).
- Basic knowledge of Cloud Platforms (GCP, Azure, AWS).
WORK HOURS
- This position will require you to work a Tuesday - Saturday Shift EST hours.
- This position will require an estimated 12-24 hours per month on-call.
LOCATION
This position is open to the following preferred office locations:
- New York, NY, US
- Denver, CO, US
Fastly currently embraces a largely hybrid model for most roles which allows employees flexibility to split their time between the office and home.
SALARY
The estimated salary range for this position is $77,060 to $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?
For a U.S.-based Role
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 104,938+ Customer Support jobs
Sign up for free to unlock all listings, filter by visa type, and get alerts for new Customer Support roles.
Get Access To All JobsTips for Finding H-1B Visa Sponsorship in Customer Support
Verify your role meets specialty occupation
Pull the O*NET profile for your specific Customer Support title and confirm the typical education requirement is a bachelor's degree in a related field. Roles requiring only a high school diploma or general experience rarely survive USCIS scrutiny.
Research employer LCA filing history before applying
Use Migrate Mate to filter Customer Support jobs by employers with verified H-1B LCA filing history, so you're targeting companies that have already navigated DOL certification for roles like yours, not experimenting with sponsorship for the first time.
Check prevailing wage before salary negotiations
Look up your specific Customer Support job title and metro area in the OFLC Wage Search before discussing compensation. Your employer's LCA must certify a wage at or above the applicable prevailing wage level, so knowing that floor prevents a mismatch that delays filing.
Confirm employer E-Verify enrollment early
Ask your recruiter whether the company is enrolled in E-Verify before accepting an offer. E-Verify enrollment is a legal requirement for H-1B sponsors, and discovering a gap after an offer is extended stalls the entire filing timeline.
File the H-1B petition before your OPT expires
If you're on OPT, your employer must file the I-129 petition by April 1 to be cap-subject for the fiscal year starting October 1. A late filing means you lose work authorization continuity even if you win the lottery selection.
Document how your degree connects to the role
Prepare a written justification linking your degree field directly to Customer Support duties like technical troubleshooting, account management, or systems analysis. USCIS issues Requests for Evidence on vague degree-to-role connections more often for support titles than for engineering or finance roles.
Customer Support jobs are hiring across the US. Find yours.
Find Customer Support JobsCustomer Support H-1B Visa: Frequently Asked Questions
Do Customer Support jobs qualify for H-1B sponsorship?
Customer Support roles qualify for H-1B sponsorship only when the position genuinely requires a bachelor's degree in a specific field directly related to the job. Titles like Technical Support Engineer or Customer Success Manager with systems or business analysis responsibilities typically qualify. General customer service roles that accept any degree or no degree do not meet the specialty occupation standard USCIS applies.
Which employers sponsor H-1B visas for Customer Support roles?
Software companies, enterprise SaaS platforms, financial technology firms, and large healthcare technology organizations are among the most active H-1B sponsors for Customer Support titles, particularly where the role involves technical product knowledge or account management. Migrate Mate shows you which employers have active LCA filings for Customer Support roles so you can prioritize your applications toward companies with a documented sponsorship record.
Can my employer sponsor me if they've never filed an H-1B before?
Yes, but the process requires more preparation on the employer's side. A first-time sponsor must register with USCIS, obtain a Federal Employer Identification Number, file a Labor Condition Application with DOL, and submit the I-129 petition. First-time sponsors often benefit from working with an immigration attorney, and the filing timeline is the same as experienced sponsors, with the April 1 petition deadline applying regardless of prior H-1B history.
What happens to my H-1B if my Customer Support role changes significantly?
A material change in your job duties, title, or worksite location typically requires your employer to file an amended H-1B petition with USCIS before the change takes effect. Moving from frontline support to a management or systems role, for example, can shift the specialty occupation basis and the applicable prevailing wage level, both of which must be recertified through a new LCA before the amended petition is filed.
How does the prevailing wage requirement affect Customer Support H-1B filings?
DOL assigns Customer Support roles a prevailing wage based on the specific job title, the SOC code your employer selects, and the geographic work location. Your employer's LCA must certify that your actual salary meets or exceeds that wage at the applicable skill level. Underpaying relative to the prevailing wage is a compliance violation that can invalidate the LCA and put your H-1B status at risk, so confirming the wage level before an offer is finalized matters.
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