Security Support Engineer
Fastly · New York City, NY
About this role
**Security 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 applications as close to end-users as possible. *Job posting may close early due to the volume of applicants.* --- ## What You’ll Do - Provide product support for Fastly’s security products (including Next-Gen WAF) to customers worldwide - Assist with installation, configuration, troubleshooting, and triage of security incidents - Help customers secure and debug web application/WAF deployment configurations - Resolve technical issues to ensure customers get maximum value from Fastly security offerings ## Responsibilities - Manage incoming customer inquiries - Deliver exceptional support for customer security concerns - Ensure high-quality customer interactions - Conduct thorough troubleshooting and triage for issues related to WAF and other security product functionality - Document common issues, solutions, and best practices (internal knowledge bases and runbooks) - Address inquiries and alerts according to established Service Level Agreements (SLAs) - Contribute to scalable organizational processes and policies - Escalate complex issues to senior team members as required ## What We’re Looking For - Strong interest in infosec and application security - Foundational understanding of common web application vulnerabilities (e.g., OWASP Top 10) - Working knowledge of DNS, HTTP, and TLS - Some experience with command line Linux server environments (Windows Server is a plus) - Understanding of the OSI model - 1+ years of experience in technical support, DevOps, or Solutions Engineering (ideally application security, web infrastructure, or cloud) - Familiarity with configuring/deploying/managing applications in cloud environments (AWS/Azure/GCP) or using CI/CD pipelines (plus) - Practical troubleshooting experience with WAF products, network proxies, or application delivery controllers - Scripting ability in popular coding/scripting languages - Desire to help scale processes and policies as the organization grows - Self-motivated; able to work independently and thrive in a team environment - Fluency in English (spoken and written), including adapting content for different audiences - Ability to communicate with clients to resolve concerns and escalations; monitor and manage service-impacting issues - Focused on delivering exceptional customer experiences ## Work Hours & Location - **Tuesday to Saturday**, around core business hours: **9am–6pm EST** - **Remote (US-East hours)** - Travel may be required as needed for the role or by your manager ## Salary & Benefits - Estimated salary range: **$90,650 – $108,780** - Starting salary may vary based on experience, skills, qualifications, and location - May be eligible for Fastly equity and discretionary bonus programs - Benefits start on day one ## AI Statement To ensure a fair and equitable interview process, the use of AI technologies (including real-time transcription tools, automated scripts, AI copilots, or external assistants) is strictly prohibited during the interview process unless explicitly authorized by the company in advance. Unauthorized use of AI tools may result in disqualification. --- **Why Fastly?** - Big impact with a small-company feel - Values diversity and inclusion - Passionate, “not one size fits all” culture If y
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