Business Support Engineer

**Business Support Engineer Responsibilities**:

- Partners with Meta’s Business Partners & Clients to help them deploy Meta Products at scale.
- Provide integration support through a range of Cloud Based APIs, Financial Technology & Telecommunications Integrations, enabling them to connect with a variety of users around the world.
- 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.
- Communicates partner needs to the Meta product teams to improve people’s experience with our products.
- Helps scaling 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 24/7 on-call support coverage via on call rotation schedule (during working hours and including weekends).
- 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 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 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 productive partners, demonstrating leadership by facilitating communication of the team and nurturing Cross Functional relationships.
- 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.
- 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**:

- 3+ years of experience as a Support Engineer, Service Engineer or similar.
- Proven experience as a Support Engineer, Service Engineer, or similar.
- Bachelor's degree in Computer Science, Engineering, or related technical field experience.
- Experience developing, deploying and operating software in one or more public cloud infrastructure (Azure, GCP, AWS, etc.).
- Proven experience in API development on cloud based infrastructures.
- Proficiency in full-stack development with experience in the full web stack, SOAP, and REST-API technologies and architectures.
- Experience in communicating with technical and business audiences and creating technical documentation.
- Solid understanding of IT infrastructures and network protocols on different layers, with demonstrable knowledge of different data exchange formats and protocols.
- Experience assessing, analyzing, and resolving operational issues using data.
- Experience managing multiple concurrent projects and driving initiatives in a cross-functional environment.

**Preferred Qualifications**:

- Experience with large scale enterprise system development.
- Proficiency in PHP/Hack and JavaScript/React.
- Experience working across a global team, solving problems, and designing business operations from scratch.
- Experience with GenAI, Large Language Models (LLMs), Machine Learning (ML), etc.
- Understanding of Messaging Operations and related technologies (IP Stack, VPN, SMPP, SS7), Value Added Services Platforms (SMS Firewall) and Telco Infrastructure (PGW, GGSN, etc.).
- Experience in the payment processing and/or banking industry. Technical understanding of online payment processing flows (merchants, acquirer banks, issuers' banks, card networks).

**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