Principal Support Engineer, Tier III

Title: Principal Support Engineer, Tier III

Location: US (Remote)

Principal Support Engineer, Tier III

The Principal Customer Engineer (PCE) position serves as a cross functional role. Though this role is not burdened with explicit management obligations, leadership functions such as onboarding, training, continuing education, and mentoring of team members is required. In addition, Principal Customer Engineers are responsible for regularly interfacing with respective peers in Fastly’s Engineering and Product teams in order to serve as a central communication hub as features and products ship. PCE’s should also regularly interface with PCE peers, team leads and management to continuously evaluate and improve existing support workflows, training, and daily operations.

PCE is designed to be the most distinguished role in customer engineering and should be the culmination of a history of customer and technical excellence. PCEs will be internal and external standard bearers of the Fastly product, platform, and brand.

Work Location(s) & Travel Requirements:

Remote:

This position is a remote role and open to candidates residing in the following locations: US Remote (All US)

In a remote position, you may not reside within a commutable distance to a Fastly office.

This position may require travel approximately 2-4 times per year as requested by your manager.

What You’ll Do

• PCEs will regularly communicate with engineering and product team leads, and serve as a source of information dissemination to the rest of the customer engineering team.
• PCEs will take an active role in the training of Senior Customer Engineers and Customer Support Engineers
• PCEs will still be responsible for customer support, though their tickets will be extremely complex.
• PCEs will not have direct reports, as cross-team collaboration is their primary function.
• PCEs will help shape product strategy decisions, by direct interaction with Product and Engineering, working as a customer advocate.
• Work Hours:
  • Salaried Position / General Working Hours:This position will require you to be available during core business hours.

What We’re Looking For

Basic Qualifications:

• 8+ years of related experience.
• Wide experience in technical systems and how to troubleshoot them.
• Confident speaking with high ranking customers and stakeholders
• Exclusive prior knowledge of Fastly’s systems and Customer Support Engineering teams

Salary

The estimated salary range for this position is [$min of lowest tier] to [$lower of mid of the highest tier or highest pay of internal employees in this role].

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), company paid holidays, paid time off and paid sick leave are there to help support our employees. We also offer 401(k) (including company match) and an Employee Stock Purchase Program.

COVID Travel Policy

Fastly is committed to safeguarding the health and well-being of our employees. Therefore, new hires may be required to be fully vaccinated against COVID-19 if the role requires business-related travel, in-person meetings, attending large events and working in an office location, unless a reasonable accommodation is approved or if prohibited by local law.