Job description
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.
Associate Customer Security Operations Center (CSOC) Analyst (Japanese-speaking) - Melbourne, Australia
Leveraging our growing security product suite, an Associate CSOC Analyst contributes real world security insights to Fastly and our customers as part of our Customer Security Operations Center (CSOC) team, as we address Internet-scale threats.
The CSOC team provides operational support for Fastly’s security products and services. Associate Analysts within this team focus on delivering outstanding security product services to our customers. The team works with the security, operations, and customer organizations internally to respond to security threats faced on the Internet today.
What You’ll Do:
You will be responsible for providing product support for Fastly’s security products, including our Next-Gen WAF, to customers across the globe. This includes assisting with product installation, configuration, troubleshooting, and triage of security incidents. You will help customers establish and secure their web applications, debug WAF deployment configurations, and resolve technical issues to ensure they derive maximum benefit from Fastly’s security offerings. Your fluent Japanese language skills will be utilized to support our Japanese-speaking customers. Associate Analysts are responsible for the following:
- Manage incoming customer inquiries
- Deliver exceptional support for customer security concerns
- Ensure high-quality customer interactions
- Conduct thorough troubleshooting and triage of customer-reported issues related to WAF and other security product functionalities
- Document common issues, solutions, and best practices to contribute to internal knowledge bases and runbooks
- Address inquiries and alerts in accordance with established Service Level Agreements (SLAs)
- Contribute to the development of scalable organizational processes and policies
- Escalate complex issues to senior team members as required
What We’re Looking For:
- Strong interest in infosec and application securit
- A foundational understanding of common web application vulnerabilities (e.g., OWASP Top 10)
- Fluency in Japanese is required
- Working knowledge of core internet technologies like DNS, HTTP, and TLS
- Some experience with command line Linux server environments (Windows Server a plus)
- An understanding of the OSI model
- 1+ years of experience in a technical support, DevOps, or Solutions Engineering role, ideally focused on application security, web infrastructure, or cloud environments
- Familiarity with configuring, deploying, or managing applications in cloud environments (e.g., AWS, Azure, GCP) or using CI/CD pipelines is a plus
- Practical troubleshooting experience with WAF products, network proxies, or application delivery controllers
- Scripting ability in popular coding/scripting languages
- Desire to contribute to the processes and policies that scale our organization as we grow
- Self-motivated and able to work independently, but also thrives in a supportive team environment
- Fluency in English (both spoken and written) required, and you know how to adapt content for different audiences
- Communicate with clients to resolve concerns and escalations; monitor and manage service-impacting issues through resolution to ensure client satisfaction
- Focused on delivering exceptional customer experiences
Work Hours:
Monday to Friday each week around core business hours: 9am - 6pm
Work Location(s) & Travel Requirements:
This position is remote, but you must reside within a reasonable commuting distance of Melbourne, Australia
This position will require travel as required by your role or requested by your manager
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?
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. As a new hire, you will be able to attend our IN-PERSON new hire orientation in our San Francisco office! It is an exciting week-long experience that we offer to new employees to build connections with colleagues across Fastly, participate in hands-on learning opportunities, and immerse yourself in our culture firsthand.
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! A fully completed application and resume or CV are required when applying.
Fastly is committed to ensuring equal employment opportunity and to providing employees with a safe and welcoming work environment free of discrimination and harassment. Our employment decisions are based on business needs, job requirements and individual qualifications. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, family or parental status, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
Consistent with the Americans with Disabilities Act (ADA) and federal or state disability laws, Fastly will provide reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact your Recruiter, or the Fastly Employee Relations team at [email protected] or 501-287-4901.
Fastly collects and processes personal data submitted by job applicants in accordance with our Privacy Policy. Please see our privacy notice for job applicants.
