Associate CSOC Analyst

Associate CSOC Analyst

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.

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:

• Strong interest in infosec and application security
• 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 - JST

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

• Tokyo Japan

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.