🛠 Tech Stack

💼 About This Role

You'll lead a multi-tier support and proactive observability program for Fastly's edge cloud platform. You'll ensure scalable, empathetic customer experiences and drive operational excellence. This role offers the opportunity to shape a strategic program (Mission Control Program) and work with cutting-edge edge computing technologies.

🎯 What You'll Do

• Lead and motivate a distributed team of Tier 1/2/3 engineers and Mission Control Engineers
• Identify workflow bottlenecks and deliver time-sensitive projects on schedule
• Oversee standardized runbooks and After-Action Report handoffs to Engineering and Product
• Manage team budgets, monitor staffing needs, and drive toward annual goals

📋 Requirements

• 5+ years of people management experience with 5-10 direct reports in a hybrid environment
• In-depth knowledge of Content Delivery Networks (CDNs), cloud technologies, and web architecture
• Proven experience managing teams to strict Service Level Agreements (SLAs) using KPIs
• Crisis management ability to lead in a high-pressure, 24/7 environment

✨ Nice to Have

• Hands-on coding experience beyond VCL (e.g., JavaScript, Rust, Go, or C)
• Certifications such as ISO/IEC 20000, Lean Six Sigma, or RAID Log Practitioner
• Knowledge of Workforce Management (WFM) principles and capacity planning

🎁 Benefits & Perks

• 🏖️ Unlimited PTO
• 🏥 Health insurance (medical, dental, vision)
• 💰 401(k) matching
• 📈 Equity
• 🏠 Remote work

📨 Hiring Process

Estimated timeline: 3-5 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Technical Interview· 60 min
4. 4Leadership Interview· 45 min