(Associate) CSOC Analyst

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You will be responsible for assisting customers with security-support matters, responding to inquiries, and helping customers establish and secure bot protection, WAF, and rate-limiting to ensure they derive maximum benefit from Fastly Products. You will have the opportunity to work on some of the world’s most scalable distributed systems that handle approximately 25 million requests per second, alongside the world-class engineers who developed these systems.

Analysts are responsible for the following:

1. Deliver exceptional support for customer security concerns
2. Ensure high-quality customer interactions
3. Address inquiries and alerts in accordance with established Service Level Agreements (SLAs)
4. Contribute to the development of scalable organizational processes and policies
5. Escalate complex issues to senior team members as required.

What We\’re Looking For:

• Strong interest in infosec and application security
• Working knowledge of core internet technologies like DNS, HTTP & TLS
• An understanding of the OSI model
• Experience in any IT or security operations, technical support, or research related role
• Scripting ability in a popular coding languages
• Desire to contribute to the processes and policies that scale our organization as we grow
• Maintain runbooks and create new ones when needed
• 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 hours 9am – 6pm

Work Location(s) & Travel Requirements:

This position is open to the following preferred office locations:
London, UK (only)

Fastly currently embraces a largely hybrid model for most roles which allows employees flexibility to split their time between the office and home, with at least two days per week in the office.

This position will require travel as required by your role or requested by your manager.

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 designed to meet your needs. Our offerings may vary depending on the country where you work and are subject to change.

Why Fastly?

We have a huge impact. Fastly is a small company with a big reach. Not only do have a tremendous user base, but we also support a growing number of causes. 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.

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