Senior Customer Support Engineer
Vor 6 Tagen
This is a Senior Customer Support Engineer - TLS role with one of the leading companies in AU right now 🔥 -- Fastly -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the 🚀 takes off.
More About the Role at Fastly 🧐🧐
The **Senior TLS Support Engineer **serves as a specialist and custodian of Fastly’s customer-facing **Transport Layer Security (TLS)** infrastructure. The job is a varied one: helping customers troubleshoot issues, coming up with improved processes to deal with procurement and maintenance of TLS certificates, creating documentation and training materials for the other Support Engineers, acting as a local expert to provide the Sales, Client and Support Teams with knowledge and best practices they need, as well as maintaining the TLS infrastructure and resources. **_What You'll Do:_** - Answer customer support tickets about TLS, DNS and related technologies - Be a pro-active source of information regarding Fastly’s TLS platform - Engage in the operational tasks needed to keep Fastly’s TLS infrastructure running optimally. - Regularly communicate with engineering and product team leads, and serve as a source of information dissemination to the rest of the customer support engineering team. - Take an active role in the training of Senior Customer Engineers and Customer Support Engineers - Serve as the primary point person during customer impacting ICs, and may assist with StatusPage updates. __ **_What We're Looking For: _** - Repeated evidence of masterful written, verbal, and mass communication skills are a prerequisite for this role. - Ability to accurately understand the Fastly TLS production systems. Assist with debugging and replicating issues within customer-facing production systems, by working directly with the engineering teams of those systems. - Ability to work under pressure and to deadlines to enable the TLS infrastructure to run optimally. - Ability to work independently and escalate issues appropriately **_We’ll be super impressed if you have experience in any of these: _** - Previous experience in CDN, web performance, cloud environments - Previous experience in SSL/TLS or other related PKI systems - Demonstrated self-starter, showing curiosity and motivation without being pushed - Japanese read/write capabilities
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