USER EXPERIENCE

We are looking for an engineer to play a key role in providing technical and engineering support to Meta’s partners and clients globally. You will work with a global team of Business Support Engineers to provide proactive and reactive support for partner issues and integrations, while partnering with our cross functional teams to ensure a high quality for our products and a satisfactory experience for our partners and customers. We work directly with Platform and Infrastructure teams to investigate and resolve issues reported by our partners, to properly assess and agree on actions to be taken for necessary fixes and continuous improvements in our products and deployments.As a Business Support Engineer at Meta, you will be given the opportunity to specialize in one of our key business areas across Ads, Business Messaging, Telecommunications and Fintech, and combine your experience of proven customer service skills with a product focus to ensure that key insights are communicated to our product teams. We are looking for people who have subject-matter knowledge in managing & maintaining integrations with 3rd party services, who help foster developer/business relationships, are experts in critical thinking & blending systems design with business needs, and who have a desire to improve the support experience of our customers.As a Business Support Engineer, you will understand industry trends, partner solutions/integrations and their implications for our product roadmap. You will work closely with other regional offices and partnership teams to support a broad range of partners across the globe to integrate Meta’s Business Products into their offering.

MINIMUM QUALIFICATIONS

• Bachelor’s degree in Computer Science, Engineering, or related technical field experience
• 4+ years of experience as a Support Engineer, Service Engineer or similar
• Experience in API development on cloud based infrastructures
• 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 in configuration and maintenance of applications such as web servers, load balancers, relational databases, storage systems and messaging systems
• Understanding of IT infrastructures and network protocols on different layers preferred, with knowledge of different data exchange formats and protocols
• Experience with GenAI, Large Language Models (LLMs), Machine Learning (ML), etc

• Work 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
• 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 24/7 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
• 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