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Senior Customer Solutions Engineer, Streaming Media – Mandarin Speaking
Job Description:
- As the resident Fastly architect for your customer, you are an extension of the customer’s technical team, and represent and champion the customers needs within Fastly
- Develop technical relationships with multiple customer contacts to build a deep understanding of their team, infrastructure, plans, and problems they are encountering
- Post sales implementation of Fastly products, such as logging endpoints, image optimization and VCL coding while documenting key aspects of the customer’s configuration for troubleshooting and engagement
- Identify key challenges across an account (or internal org), sometimes before they are verbalized, and develop alternatives and solutions that balance impact and effort
- Help investigate and recommend ways to improve customer implementation and utilization of Fastly’s product portfolio
- Be your customer’s champion and advocate within Fastly, responsible for tracking and reporting on the health of your customer accounts
- Take initiative in adopting organizational changes and sharing progress/impact with the team
- Provide constructive feedback and coaching. Mentor new Cloud Engineers to strengthen their technical expertise as it relates to your area of specialty
- Be an effective communicator. Internally represent your accounts with all levels of management including risks, new opportunities, and technical requirements
- Work hands-on with CS and Sales Leaders along with internal teams and customers on any support requests or problems for assigned customers
Requirements:
- At least 8+ years of related experience in Pre-Sales or Post-Sales in Sales Engineering, Technical Support, Technical Account Management, or Professional Services type roles
- Success as a relationship builder and collaborator with amazing verbal and written communication skills
- Strong technical background and customer orientation
- Empathy and understanding of the customer
- Technical experience with:
- HTTP, TCP, TLS, DNS, and other common protocols.
- Scripting languages and web platforms, especially Varnish and VCL.
- *nix operating systems.
- Underlying internet technologies.
- Clear understanding of network &system management solutions
- HTTP Live Streaming (HLS &DASH) workflows
- History of demonstrable organizational and project management skills
Benefits:
- medical, dental, and vision insurance
- Family planning
- mental health support along with Employee Assistance Program
- Insurance (Life, Disability, and Accident)
- Flexible Vacation policy
- up to 18 days of accrued paid sick leave
- 401(k) (including company match)
- Employee Stock Purchase Program
- 12 paid local holidays
- 12 paid company wellness days