Business Support Engineer

**Business Support Engineer Responsibilities**:

- Partner 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
- Gain in-depth experience of 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 some weekends)
- Proactively 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
- Thinks through execution from end-to-end and uses early communication and judgement to understand how actions may impact other stakeholders
- Effectively manages key relationships with multiple cross-functional partners, demonstrating leadership by facilitating communication of the team and nurturing Cross Functional relationships
- 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 while identifying areas where we can pause, remove roadblocks, reprioritize resources or stop pieces of work
- 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**:

- Bachelor's degree in Computer Science, Computer Engineering, relevant technical field, or equivalent practical experience.
- 5+ years of experience as a Support Engineer, Service Engineer or similar
- Understanding of Messaging Operations and related technologies (IP Stack, VPN, SMPP, SS7), Value Added Services Platforms (SMS Firewall) and Telco Infrastructure (PGW, GGSN, etc.)
- Proven experience as a Support Engineer, Service Engineer, or similar
- Experience developing, deploying and operating software in one or more public cloud infrastructure (Azure, 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**:

- Proficiency in PHP/Hack and JavaScript/React
- Experience working across a global team, solving problems, and designing business operations

**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, an