H-1B Visa Customer Support Engineer Jobs
Customer Support Engineer roles sit at the intersection of technical troubleshooting and client communication, making them strong candidates for H-1B specialty occupation classification when the position requires a bachelor's degree in computer science, information systems, or a related field. Employers across SaaS, cloud infrastructure, and enterprise software actively sponsor H-1B visas for this role.
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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 1,649+ Customer Support Engineer jobs
Sign up for free to unlock all listings, filter by visa type, and get alerts for new Customer Support Engineer roles.
Get Access To All JobsTips for Finding H-1B Visa Sponsorship as a Customer Support Engineer
Check prevailing wage before accepting offers
Run your job title, location, and experience level through the OFLC Wage Search before salary negotiations. Your employer's LCA must certify a wage at or above the DOL prevailing wage, so knowing the floor protects you from underpayment issues later.
Use Migrate Mate to filter verified sponsors
Search Customer Support Engineer roles on Migrate Mate to identify employers with confirmed H-1B LCA filing history in this specific job category. That filing history signals the employer understands the sponsorship process, not just that they're open to it.
Request premium processing for tight start dates
If your OPT expires close to October 1, ask your employer to file with USCIS premium processing. Standard adjudication can take months, and a pending petition without cap-gap coverage leaves your work authorization in a gap.
Document technical scope in your offer letter
Get your offer letter to specify the technical systems, platforms, or programming environments you'll support. Vague support-role descriptions draw RFEs from USCIS questioning whether the position truly requires a specialized degree rather than general communication skills.
Customer Support Engineer jobs are hiring across the US. Find yours.
Find Customer Support Engineer JobsCustomer Support Engineer H-1B Visa: Frequently Asked Questions
Does a Customer Support Engineer role qualify as an H-1B specialty occupation?
It depends on how the role is defined. If the position requires a bachelor's degree or higher in computer science, software engineering, or a related technical field and involves diagnosing complex system issues, API integrations, or technical implementations, USCIS will generally recognize it as a specialty occupation. Roles framed primarily as customer service without a required technical degree are more likely to receive a Request for Evidence or denial.
How do I find Customer Support Engineer jobs where employers already sponsor H-1B visas?
Migrate Mate surfaces Customer Support Engineer roles filtered by employers with verified H-1B LCA filing history, so you're not applying blind to companies that have never navigated the sponsorship process. Employers with prior LCA filings in this job category are far more likely to have internal processes for handling H-1B petitions efficiently.
What documentation should I prepare to support my H-1B petition for this role?
You'll need an official degree transcript showing your major aligns with the technical requirements of the role, plus any certifications in platforms like Salesforce, AWS, or Zendesk that reinforce the specialty occupation argument. A detailed employer support letter explaining the technical complexity of the work, specific systems you'll manage, and why a degree in a directly related field is required strengthens the petition significantly.
Can my employer file an H-1B for a Customer Support Engineer role if the job posting said experience could substitute for a degree?
This is a common problem. If the original job posting stated that years of experience could replace a bachelor's degree, USCIS may use that language to argue the position doesn't require a specialized degree and therefore isn't a specialty occupation. Work with your employer to ensure the H-1B petition and LCA describe the role's degree requirement clearly and consistently with how the position is actually performed.
What happens to my H-1B status if I change Customer Support Engineer roles at a different company?
You'll need your new employer to file an H-1B transfer petition before you start working there. Under AC21 portability rules, you can begin the new role once the transfer petition is filed and received by USCIS, as long as you've been in valid H-1B status for at least 180 days and the new role is in the same or a substantially similar occupational classification. Confirm the new employer has E-Verify enrollment and is prepared to file promptly.
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