Senior Support Engineer - Security Products

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.Senior Support Engineer - Security Products Within Fastly's broader Customer Experience organization, the Security Product Support (SPS) team operates as a specialized unit dedicated to our security portfolio. We are the definitive technical experts safeguarding our customers' most critical web applications and APIs. Our core focus is providing deep, architectural-level support and implementation guidance for Fastly’s comprehensive security suite, including Next-Gen WAF, Bot Management, and DDoS mitigation. The SPS team acts as the vital bridge between standard support operations and Product Engineering. We don't just troubleshoot; we act as technical multipliers who build automation, replicate complex environments, and drive continuous product improvement to ensure our platform scales securely.   About the role Fastly is seeking a Tier III Engineer to join our Security Product Support (SPS) team. In this role, you are the definitive escalation point for the most complex, high-stakes customer security issues. You will provide deep technical expertise for Fastly's complete security product suite, including Next-Gen WAF (On-Prem, Edge, Cloud), Bot Management, and product-level DDoS Protection. Operating as a technical multiplier, you will bridge standard support operations and Product Engineering. You are expected to go beyond reactive troubleshooting by building internal tooling, driving automation, replicating complex customer environments, and translating security challenges into actionable insights for our Product teams. If you thrive on solving deep technical integrations and elevating the technical baseline of a global support organization, this role is for you.   What You'll Do: Security Suite Subject Matter Expertise: Drive deep technical support, implementation guidance, and configuration optimization for the full Fastly security product suite: Next-Gen WAF (On-Prem, Edge, Cloud), Bot Management, and product-level DDoS Protection features. Strategic Escalation Governance: Act as the final technical gateway before security-related cases are escalated to Product Engineering. Ensure all standard mitigation measures have been exhausted, adherence to the "No reply in 3 days" protocol is enforced, and high-quality handoffs are maintained. Definitive Issue Resolution & Deep Debugging: Own the most complex, ambiguous T2/T3 customer issues. Troubleshoot and reproduce complex customer environments and configurations in a test lab setting for detailed troubleshooting. Collaborate directly with Product and Core Engineering teams to surface bugs, contribute to documentation, and improve product reliability. Tooling & Automation: Identify operational bottlenecks within the SPS team. Build internal tooling, scripts, and automation (using Python, Go, Node.js, or Rust) to improve diagnostic efficiency, clear log noise, and reduce time-to-resolution for security incidents. Product Feedback Loop & Customer Insights: Aggregate technical feedback from the support floor. Identify tooling gaps or friction points within the Fastly Control Panel and translate complex technical problems into actionable data for the Security Product teams. Mentorship & Leadership: Elevate the overall technical baseline of the support organization. Author high-level technical articles, support runbooks, and internal best-practice documentation regarding product deployment and behavior. Be responsible for facilitating a collaborative environment and empowering Tier 1 and Tier 2 engineers through active training and mentorship on security product implementations.   What We're Looking For:  Higher-Level Security/DevOps Expertise: 6-8+ years of extensive experience in a high-level IT technical support, DevOps, Systems Engineering, or Tier-3 Escalation role handling enterprise software solutions, with a strict focus on cybersecurity and application security (rather than general network routing/infrastructure). Diverse Web Stack Mastery: Proven experience installing, administering, and troubleshooting various web server platforms (Apache, NGINX, IIS) and associated application server frameworks across both Linux and Windows environments. Advanced Scripting & Automation: Strong scripting and coding ability to build internal tooling and automate support workflows. Proficiency in languages like Python, UNIX Shell, PowerShell, Node.js, or Rust, with Go (Golang) being a strong plus. Core Application & Security Protocols: Deep, authoritative knowledge of core internet technologies and protocols (HTTP/s, DNS, TLS, TCP/IP) and how to debug security software products using common diagnostic tools. Containerization & Labs: Deep familiarity with container technologies (Docker, Kubernetes) used to spin up virtual environments and web stacks for security product replication, testing, and vulnerability reproduction. Customer-Centric Technical Leadership: A strong focus on delivering exceptional customer experiences for high-profile clients, with the ability to translate highly technical security issues and software bugs into clear, actionable insights for both internal Product teams and customer stakeholders.   We’ll be super impressed if you have experience in any of these: Systems Configuration Management tools (Terraform, Ansible, Chef, Puppet, etc.) to streamline software deployment into hybrid