Senior Customer Solutions Engineer, Streaming Media

About the role

This role focuses on providing technical expertise to customers utilizing Fastly's streaming media and video delivery products. You will act as a primary technical advisor, helping clients optimize their video workflows and resolve complex integration challenges. In this capacity, you will translate intricate platform capabilities into actionable guidance for diverse streaming workflows. You will partner directly with customers to ensure their live and on-demand video services meet stringent performance and reliability standards. The position demands a proactive approach to identifying potential bottlenecks before they impact the viewer experience. You will serve as the definitive technical resource for Fastly's streaming media suite within assigned customer accounts. Success in this role is measured by customer technical satisfaction and the successful execution of high-stakes video initiatives.

Key facts

What you'll do

• Provide technical guidance to customers regarding live streaming and video-on-demand deployments, analyzing specific workflow requirements.
• Assist clients in configuring and troubleshooting Fastly's streaming media solutions, including On-the-Fly Packager and Media Shield, to resolve immediate issues.
• Collaborate with internal engineering and product teams to address customer requirements and platform improvements based on real-world usage data.
• Support the migration and optimization of customer delivery services, ensuring minimal disruption during transition periods.
• Analyze traffic data and logs to ensure performance and reliability for video delivery across varying network conditions.
• Design and implement proof-of-concept solutions that validate new streaming features for prospective enterprise clients.
• Develop comprehensive technical documentation for complex integrations to support both customer teams and internal stakeholders.
• Lead post-incident reviews to determine root causes and formulate preventative strategies for future video delivery events.
• Conduct technical workshops and training sessions to elevate customer proficiency with Fastly's streaming toolset.
• Partner with sales teams to architect technical responses during complex procurement discussions for streaming media solutions.

Requirements

• Proven experience in a technical customer-facing role within the streaming or CDN industry, demonstrating a history of successful engagements.
• Deep understanding of video delivery protocols, streaming formats, and media architecture, including the nuances of HLS and MPEG-DASH.
• Ability to diagnose and resolve complex technical issues related to internet protocols and web performance under tight deadline pressures.
• Experience working with large-scale distributed systems or cloud-based delivery platforms, managing infrastructure at scale.
• Strong written and verbal communication skills to articulate highly technical concepts to both technical and executive audiences.
• Demonstrated ability to work independently and manage multiple concurrent projects in a fast-paced environment.
• A customer-obsessed mindset that prioritizes client success and long-term partnership over short-term resolutions.
• Willingness to work flexible hours, including occasional evenings or weekends, to support critical global customer events or launches.

Nice to have

• Familiarity with VCL or edge computing platforms to optimize logic at the point of delivery.
• Experience with multi-CDN strategies and origin infrastructure management for resilient content routing.
• Background in software development or scripting to automate technical tasks and improve operational efficiency.

Practical notes

• This position is open to remote candidates in the listed US cities.
• Full-time employment is the expected engagement model for this role.
• Candidates must be authorized to work in the United States without sponsorship for this position.
• The listed locations indicate where the employee may be required to work or be present for business needs.
• No specific compensation details are provided in the source material for this role.
• There are no listed visa sponsorship details or specific application deadlines in the provided source information.
• The successful candidate will be expected to utilize the specified skills and tools related to streaming media, CDNs, and security protocols.
• Travel is not explicitly mentioned in the source material, but the distributed nature of the role implies potential collaboration across the specified US locations.