NOC Engineer

Fastly ,
London, Greater London
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Job Description

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' use our edge cloud platform to ensure concertgoers can buy tickets to the live events they love, travellers can book flights seamlessly and embark on their next great adventure, and sports fans can stream events in real-time, across devices. They include many of the world's most prominent companies, including Spotify, Alaska Airlines, Hulu, The New York Times, and Ticketmaster. We're building a more trustworthy Internet. Come join us. NOC Engineer - Mission Control Team Fastly is on a mission to build a better internet, and our Mission Control Center is the nexus that monitors and coordinates activities to ensure the mission is a success. Here our Mission Control Engineers (MCEs) monitor and evaluate customer traffic and overall CDN performance to make sure our customers and their customers are getting the best possible user experience. While this might sound a lot like a NOC, Fastly's Mission Control Center is anything but "traditional." Our Mission control engineers are intently focused on customer activity and how customer infrastructure interacts with the Fastly platform. They work hand in hand with Senior Engineering teams and Customer Support Engineers to identify issues within and beyond the Fastly CDN. It's our job to make the best sites and apps on the internet faster and more reliable giving our MCEs the opportunity to hone their skills on one of the highest performance global networks in the world. The team is structured with career development in mind, giving MCEs a clear path to grow their skills within the MCE and move up to more senior engineering roles. As Mission Control Engineers build their knowledge of the Fastly network and associated skills, they are able to move up to Staff, Senior, and Principal Engineer roles within the Mission Control Center, and eventual promotion to other Engineering and Development teams within the organization. We're looking for a special kind of candidate for this role. You'll be able to influence the speed of your own advancement, so hunger for knowledge and technical curiosity will pay dividends. You'll need a customer-centric focus to advocate for our users, strong communication skills to work across the organization, and a team player attitude to dig in and help keep Fastly the kind of company we've always wanted to work for. What you'll do * Monitor and troubleshoot customer performance and activity * Partner with senior engineering teams during scheduled or emergency maintenance activity * Manage customer CDN configurations over email and chat * Liaise customer needs and requirements with the engineering, product and sales teams * Collaborate on our customer-facing documentation when necessary * Contribute to the processes and policies that scale our support organization as we grow * For this position, your working week will be Thursday - Monday, so you must be happy to work weekends so we can continue our 247 for our customers What we're looking for * 5+ years network and systems engineering experience * Familiarity with one or more programming languages * Ability to debug connections using cURL, traceroute, telnet and other network diagnostic tools * Ability to multitask in a fast-paced and dynamic environment * Ability to keep calm under pressure, with customer empathy and a strong desire to help We value a variety of voices, so this is not a laundry list. You'll be a good candidate if you have experience in SOME of these: * Bachelor's degree in Computer Science or similar IT discipline * Prior CDN, support, or NOC experience * Business speaking and writing proficiency in another language 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 love distributed teams. Fastly's home-base is in San Francisco, but we have multiple offices and employees sprinkled around the globe. In fact, 50% of our employees work outside of SF! An international remote culture is in our DNA. * 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 like up to 20 weeks of paid parental leave, options for free medical/dental/vision plans, and an open vacation program that enables our folks to take

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