Xihao J.
Customer Support Engineer @Fastly
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WORK HISTORY
Customer Support Engineer @Fastly
Denver, CO, US
Diagnosed and resolved complex CDN issues using Fastly Debug, Fiddle, VCL, and internal tools, including Fastly App and Fromage, ensuring consistent site performance and low latency for customer platforms. • Managed technical support tickets end-to-end through Salesforce, maintaining high accuracy, timeliness, and customer satisfaction in a fast-paced, SLA-driven environment. • Facilitated cross-functional escalations by delivering in-depth technical analysis, accelerating bug fixes, and feature improvements that enhanced critical customer workflows.• Authored and maintained internal documentation in Confluence and contributed to public-facing resources, helping reduce support load by improving self-service options and internal knowledge sharing. • Investigated performance and network issues using Varnish logs, Grafana, cURL, traceroute, and nc, while participating in incident response through PagerDuty to ensure rapid issue resolution.
EDUCATION
New York Institute of Technology
Computer Science, Mathematics
Vacaville Christian Schools
High School Diploma
CodePath
Certificate of Achievement, Android Development
Illinois Institute of Technology
Master's degree, Information Technology
Hunter College
Bachelor of Arts - BA, Major in Computer Science, Minor in Mathematics
ABOUT XIHAO J.
Customer Support Engineer with experience supporting enterprise B2B SaaS environments…
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