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
- 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
- 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**:

- 5+ 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 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