Associate CSOC Analyst (Japanese Speaking)

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.

Main Responsibilities :

• 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 :

Work Hours : Monday to Friday each week around core business hours : 9am - 6pm - JST

Work Location(s) & Travel Requirements : This position is open to the following preferred office locations :

Australia (remote)

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

Salary :

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 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. 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.