Incident Responder

US (Remote)

Applications have closed

Fastly, Inc.

Fastly's edge cloud platform delivers faster, safer, and more scalable sites and apps to customers. Elevate your edge CDN, video delivery, security, and more.

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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 Vimeo, Pinterest, The New York Times, and GitHub.

We're building a more trustworthy Internet. Come join us.

Incident Responder

Fastly’s Customer Incident Response (CIR) team is accountable for delivering clear communications both, internally, to Fastly cross-functional partners, and externally, to Fastly customer audiences on acute customer-impacting incident remediation activity. We are also responsible for developing the customer-impacting incident dashboards used to identify performance trends, and to use these trends in performance to facilitate a continuous improvement environment to maintain efficient customer happiness.

The individual selected for this role follows the cross-functional acute incident response team activities, reviews incident ticket reporting and facilitates timely customer notification.

This individual will draft external post-mortem communications for Fastly customers explaining the cause of the recent impacting incident, the actions that have been taken to fully restore their services, and additional plans that Engineers (or other teams within Fastly) will take to further prevent the incident from recurring. Additionally, these communications will be facilitated through a review cycle by this role, which includes multiple levels of senior approval prior to being distributed to customers by Support teams.

What You'll Do

  • Represents the team during customer-impacting incidents. This includes posting status page updates to the Fastly Status website, and provide routine updates within designated channels to internal and external collaborators to maintain awareness of ongoing mitigation efforts
  • Ensure that key details about recent customer-impacting incidents are promptly assembled by acute response teams within internal incident tickets to be used in subsequent customer communication processes
  • Accountable for the timely updates on customer-impacting incidents, communicates any significant delays and/or reported roadblocks of mitigation to Client Services senior leadership teams. Prepares customer communications in the event of extended timelines and drafts mid-incident customer updates
  • Following customer-impacting incidents this individual is responsible for spinning up the appropriate Fastly Service Advisory (FSA) templates. This role outlines the responsibilities of cross-functional teams and coordinates the review cycle and final approvals of drafted reports 
  • On-call - Weekend and Holiday Rotation
  • As the record keeper of all customer communications drafted and released by the CIR team, the Incident Responder reviews all customer-impacting incident reports for data integrity, ensuring detailed and clear customer data for cross-functional Fastly teams

What We're Looking For

  • 5+ years of related customer-facing incident response experience or in one or more of the below fields:
  • Strong abilities, validated in previous roles, to keep calm under pressure and multitask in a fast-paced and multifaceted environment
  • Excellent written communication skills and experience supporting customers
  • Fluent spoken & written English required, tailoring depth to be a good fit for varying audiences

We value a variety of voices, so this is not a laundry list. It would be an added bonus if you have experience in ANY of these:

  • Bachelor’s degree in related business field preferred

The estimated salary range for this position is $94,000 to $140,000. Starting salary may vary based on permissible, non-discriminatory factors such as experience, skills, qualifications, and location. This role may be eligible to participate in Fastly’s equity and discretionary bonus programs.

Benefits

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 that start on the first day of your employment with Fastly. Curious about our offerings? 

  • We offer a comprehensive benefits package including medical, dental, and vision insurance. Family planning, mental health support along with Employee Assistance Program, Insurance (Life, Disability, and Accident), company paid holidays, paid time off and paid sick leave are there to help support our employees. We also offer 401(k) (including company match) and an Employee Stock Purchase Program.

We’re always looking for humble, sharp, and creative folks to join the Fastly team. If you think you might be a fit, please apply!

Fastly reserves the right to amend or modify for any reasons in accordance with applicable law.

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 the time they need to recharge (some benefits may vary by location).

  • We value diversity. Growing and maintaining our inclusive and diverse team matters to us. We are committed to being a company where our employees feel comfortable bringing their authentic selves to work and have the ability to be successful -- every day.

  • We are passionate. Fastly is chock full of passionate people and we’re not ‘one size fits all’. Fastly employs authors, pilots, skiers, parents (of humans and animals), makeup geeks, coffee connoisseurs, and more. We love employees for who they are and what they are passionate about.

We’re always looking for humble, sharp, and creative folks to join the Fastly team. If you think you might be a fit, please apply!

 

Fastly is committed to ensuring equal employment opportunity and to providing employees with a safe and welcoming work environment free of discrimination and harassment.  

Employment decisions at Fastly are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, family or parental status, disability*, age, veteran status, or any other status protected by the laws or regulations in the locations where we operate. Fastly encourages applicants from all backgrounds.

*Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Fastly. Please inform us if you need assistance completing any forms or to otherwise participate in the application process.

Fastly collects and processes personal data submitted by job applicants in accordance with our Privacy Policy. Please see our privacy notice for job applicants.

Tags: Agile Cloud GitHub Incident response Open Source Privacy

Perks/benefits: 401(k) matching Career development Equity Flex vacation Health care Insurance Medical leave Parental leave Salary bonus Startup environment Team events

Region: Remote/Anywhere
Job stats:  24  7  0

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