
Business Support Engineer
2 weeks ago
**Business Support Engineer Responsibilities**:
- Work with Meta’s Business Partners & Clients to help them deploy Meta Products at scale
- Manage technical relationships with Meta partners, providing technical support and handling service outages
- Become an expert in one of our business products and how best to deploy them and troubleshoot them
- Provide continuous proactive and reactive technical support through a scaled ticketing system while ensuring a high level of satisfaction from our service
- Troubleshoot partners’ technical issues in real-time in cooperation with their engineering and operations teams, while also working with Meta’s internal technical teams to resolve those issues
- Develop and maintain performance monitoring systems for infrastructure and operations to ensure our partner integrations are highly available
- Communicate partner needs to the Meta product teams to improve people’s experience with our products
- Help scale programs by creating and maintaining informative content and documentation that can be used by our partners to help them integrate with Meta’s infrastructure, presenting cross-functional and global context
- Provide 24x7 on-call support coverage via on call rotation schedule (during working hours and including weekends)
- Proactively analyze information to identify specific trends/opportunities, recommends appropriate and relevant tactical improvements, anticipating future business needs to improve the overall support experience and share this knowledge across the team
- Use your problem-solving skills to resolve business problems
- Regularly frames and considers issues within the larger scope and goal of the team and translates them into actionable insights that have key business impact
- Independently work through execution from end-to-end, and uses judgment to understand how actions may impact other stakeholders and communicates in advance
- Effectively manages key relationships with multiple Cross Functional partners, demonstrating leadership by facilitating communication of the team and nurture cross functional partnerships
- Be recognized and known as an expert across the global team and regularly coaches others through projects and/or initiatives, from initial problem scoping, to methodology and project management
- Confidently and constructively challenges priorities and/or the direction of a certain project. Identifies areas where we can pause, remove roadblocks or stop pieces of work and/or re-prioritize resources
- Make informed decisions and recommendations based on the reprioritization of competing needs
- Consistently delivers constructive feedback to peers in a way that strengthens relationships and enables projects to advance more quickly while motivating and uniting the team to achieve common goals
**Minimum Qualifications**:
- 4+ years of experience as a Support Engineer, Service Engineer or similar
- Understanding of Telco Infrastructure (HSS, PGW, GGSN, etc..) and related technologies (IP Stack, VPN, BGP)
- Experience with coding languages such as PHP/Hack and JavaScript/React
- Experience with the full web stack, SOAP, and REST API technologies and architectures
- Experience in communicating with technical and business audiences and develop technical documentation
- Experience assessing, analyzing, and resolving operational issues using data
- Experience managing multiple concurrent projects and driving initiatives in a cross-functional environment
- Experience working across a global multilingual team, solving problems, and designing business operations from scratch
**Preferred Qualifications**:
- Experience with large scale enterprise system development
- Experience with GenAI, Large Language Models (LLMs), Machine Learning (ML), etc.
- Understanding of IT infrastructures and network protocols on different layers preferred, with good knowledge of different data exchange formats and protocols
- Experience developing, deploying and operating software in one or more public cloud infrastructure (Azure, GCP, AWS, etc.)
**About Meta**: Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.
Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate, monthly rate, or annual salary only, and do not include bonus, equity or sales incentives, if applicable.
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