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

Senior Support Engineer - Security Products

About the role

Fastly is seeking a Tier III Engineer to join our Security Product Support (SPS) team. In this role, you are the definitive escalation point for the most complex, high-stakes customer security issues. You will provide deep technical expertise for Fastly's complete security product suite, including Next-Gen WAF (On-Prem, Edge, Cloud), Bot Management, and product-level DDoS Protection.

Operating as a technical multiplier, you will bridge standard support operations and Product Engineering. You are expected to go beyond reactive troubleshooting by building internal tooling, driving automation, replicating complex customer environments, and translating security challenges into actionable insights for our Product teams. If you thrive on solving deep technical integrations and elevating the technical baseline of a global support organization, this role is for you.

What You'll Do:
- Security Suite Subject Matter Expertise: Drive deep technical support,



implementation guidance, and configuration optimization for the full Fastly security product suite: Next-Gen WAF (On-Prem, Edge, Cloud), Bot Management, and product-level DDoS Protection features.
- Strategic Escalation Governance: Act as the final technical gateway before security-related cases are escalated to Product Engineering. Ensure all standard mitigation measures have been exhausted, adherence to the "No reply in 3 days" protocol is enforced, and high-quality handoffs are maintained.
- Definitive Issue Resolution & Deep Debugging: Own the most complex, ambiguous T2/T3 customer issues. Troubleshoot and reproduce complex customer environments and configurations in a test lab setting for detailed troubleshooting. Collaborate directly with Product and Core Engineering teams to surface bugs, contribute to documentation, and improve product reliability.
- Tooling & Automation: Identify operational bott

📌 Senior Support Engineer (Pune)
🏢 Fastly
📍 Pune