Business Support Engineer

1 week ago

Menlo Park, California, United States Meta Inc Full time


We are looking for an engineer to play a key role in providing technical support to Meta's partners and to configure and maintain their products and campaigns.

You will also have the opportunity to work together with them and our diverse cross functional teams to ensure a high quality for our products and a satisfactory experience for our partners' 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.

You combine passion for outstanding customer service with a product mindset to ensure that key insights are communicated to our product teams.

We are looking for people who have the expertise of managing technical integrations, fostering developer/business relationships, and who have a desire to improve the support experience of our customers.

As a Business Support Engineer, you will understand industry trends, partner's network evolution roadmap and its implication to our product roadmap.

You will work closely with other regional offices and partnership teams and support a broad range of partners across the globe to integrate Meta messaging products into their offering.

Business Support Engineer Responsibilities

Partners with Mobile Operators and Messaging providers to help them to deploy Meta products.

Provide integration support through Cloud Based APIs to our Business Messaging Partners, enabling them to connect with a variety of users around the world.

Manage technical relationship with Meta partners, providing technical support and handling service outages
Provides continuous proactive and reactive technical support through a scaled ticketing system while ensuring a high level of satisfaction from our service
troubleshooting 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 all Mobile Operator integrations are highly available
Communicates partner needs to the Meta product team, to improve people's experiences 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 24x7 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 large 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 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 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
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.
Engineering degree, or a related technical discipline, or equivalent work experience.

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 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.

Code using primarily PHP/Hack and JavaScript/React, while also having experience with the full web stack, SOAP, and REST-API technologies and architectures.

Experience in communicating with technical and business audiences and scripting in technical documentation.

Currently has, or is in the process of obtaining a Bachelor's degree in Computer Science, Computer Engineering, relevant technical field, or equivalent practical experience.

Degree must be completed prior to joining Meta.

Preferred Qualifications

BS/MS in Telecommunications, Computer Science or equivalent degree/experience
Experience in configuration and maintenance of applications such as web servers, load balancers, relational databases, storage systems and messaging systems
Experience with large scale enterprise system development.
Experience with the full web stack, REST API development and technologies, and bug management support.

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