Network Support Engineer

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.

Network Support Engineer

The Fastly Edge Cloud Platform powers the best of the internet, and our Mission Control Program (MCP) — a key function within our broader Customer Experience organization — ensures this mission is a success through rigorous operational excellence.

As a Network Support Engineer, you are the steward of service quality, distilling vast streams of monitoring data into precise, actionable events before they impact our strategic accounts, high-profile digital partners, and designated strategic enterprise support customers. You are more than a responder; you are a champion of problem management and continuous improvement, ensuring our platform remains resilient for organizations within our Performance and Focus Centers. During acute platform incidents, you act as a critical advocate for these accounts, collaborating with incident commanders to ensure mitigation strategies prioritize the stability of their unique traffic profiles. Working in association with various engineering teams for network delivery and compute services, you provide the proactive troubleshooting, maintenance coordination, and focus on leading contributing factor analysis required to manage the world's most complex traffic.

What you'll do

Distill high-velocity monitoring data into actionable events for strategic and high-touch enterprise accounts using the Fastly Observability platform to identify and resolve performance trends

Lead Live Event Monitoring (LEM) initiatives for high-profile traffic events, ensuring a high-quality and seamless digital experience

Manage administrative updates and coordination via fastlystatus.com to provide transparent, impact-focused communication between engineering and revenue teams

Partner with incident commanders and escalation management during acute platform disruptions to advocate for strategic accounts and ensure mitigations are targeted for their specific performance needs

Drive continuous improvement by developing and maintaining shared customer runbooks with customized, proactive thresholds for our Performance, Focus Center, and strategic enterprise partners

Lead the transition from incident response to problem management by identifying leading contributing factors and coordinating with engineering teams for network delivery and compute services

Work with Advanced Professional Services to identify platform gaps that may appear as security vulnerabilities or false-positive attack patterns

Manage customer CDN configurations via digital channels while advocating for the unique needs of our performance-critical accounts

Help scale our proactive support capabilities by developing global monitoring policies rooted in high-quality industry standards

What we're looking for

5+ years of experience in network and systems engineering, specifically within a NOC or high-scale support environment

Deep foundational knowledge of networking protocols and the ability to debug connections using cURL, traceroute, and MTR

Hands-on experience with Linux environments and the ability to navigate complex distributed system infrastructures

Proven track record of maintaining composure and empathy during high-pressure live event monitoring situations

Exceptional communication skills with the ability to tailor technical depth for both engineering and executive audiences

Strong multitasking abilities to manage proactive alerts alongside standard configuration requests in a dynamic environment

Fluency in written and spoken English

We’ll be super impressed if you have experience in any of these

Practical experience applying ITIL or ISO 20000:1 service management standards to drive operational quality and continuous improvement

Bachelor’s degree in Computer Science, a similar IT discipline, or equivalent technical experience

Familiarity with programming or scripting languages (e.g., Python, Go) for automation and data analysis

Prior experience working specifically within the CDN or edge cloud industry

Work hours

This position supports our global 24/7 operations. Working schedules are:

Tuesday~Saturday & Sunday~Thursday 8am~5pm SGT