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Payment Partner Support Engineer
2 weeks ago
**Payment Partner Support Engineer Responsibilities**:
- Works with our payment partners, and cross functional teams, to integrate and maintain Facebook's connections to partners payment networks
- Provides ongoing integration monitoring and technical support to payment partners/processors through a scaled ticketing system. Ensures a high quality of service, troubleshooting partner’s technical issues in real-time, in cooperation with their engineering teams, and Facebook's internal technical teams, to resolve payment service issues
- Builds and maintains automated monitoring systems to ensure high availability of payments services
- Communicates partner needs to the Facebook product team, to improve people’s experiences with our products
- Helps scale programs by drafting documentation and other materials that can be used by our partners to integrate with Facebook infrastructure, presenting cross-functional and global context
- Provides on-call support coverage via on call rotation schedule including weekends
- Works with cross functional teams to deliver impactful results, through data based root cause analysis
- Contributes effectively in decision-making meetings with other leads by providing thoughtful ideas and proposals on matters of importance, building trust in high pressure situations
- Proactively and independently analyzes information to identify specific trends/opportunities, recommends appropriate and relevant tactical improvements, anticipating future business needs to improve the overall support experience and shares this knowledge across the team
- Lead and complete several concurrent complex projects while using your problem-solving skills to resolve large business problems
- Regularly frames and considers issues within the larger scope and goals of the team and translates them into actionable insights that have key business impact
- Independently thinks 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 nurturing strong cross functional relationships
- Be recognized and known as an expert across the global team and company on a particular topic. 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
- 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**:
- Understanding of relevant fintech industry and payment knowledge of processor, acquirer, issuer, money movement flow
- Understanding of common payment security and fraud challenges.
- 5+ years of experience as a Technical Support Engineer, Site Reliability Engineer or similar
- Experience in working/troubleshooting with networking protocols (HTTPS, API, REST, VPN’s)
- Bachelor in Computer Engineering, Computer Science, or Information Technology
- Experience in one or more of the following languages: PHP, Python, Ruby, Objective-C/C++, Swift, Java, or C#
- Experience with system administrations and scripting under Unix/Linux systems
**Preferred Qualifications**:
- Ability to build dashboards and use data analytics tool to gather insights on KPI's and performance of products.
