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Business Support Engineer, Networking

2 weeks ago

Sunnyvale, CA, United States META Full time

Summary:

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 varied 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.

Required Skills:

Business Support Engineer, Networking Responsibilities:

  1. Engineering Support at Scale: Collaborate with Meta's business partners and clients to provide proactive and reactive engineering-level support, troubleshoot real-time issues, and ensure high satisfaction through a scaled ticketing system for Meta Priority Products

  2. On-Call Support: Provide 24/7 on-call support coverage via on call rotation schedule (during working hours and including weekends)

  3. Technical Relationship Management: Offer continuous technical support and guidance through APIs and Telecommunications Integrations, fostering deep relationships with our partners

  4. Alerting & Monitoring: Develop and maintain alerting and monitoring systems to ensure high availability of partner integrations

  5. Tooling & Documentation: Create and maintain tooling and documentation to assist partners with integration and adoption, streamlining the process and improving overall experience

  6. Supportability & Efficiency: Improve internal operational efficiency by building tooling, leveraging AI, and implementing process optimization, enabling our team to work more effectively and efficiently

  7. Data Analysis and Insight Sharing: Analyze information to identify trends and opportunities, recommend improvements, influence product roadmap, and share insights across the team to enhance the support experience

  8. Product Enhancements: Collaborate with product engineering team and enhance product features while being voice of the customer

  9. Leadership and Cross-Functional Collaboration: Lead cross-functional communication, manage key relationships, and coach team members to make informed decisions to prioritize resources, deliver constructive feedback and achieve common goals

Minimum Qualifications:

Minimum Qualifications:

  1. 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

  2. 3+ years of experience in software engineering, support engineering, reliability engineering or related field

  3. Experience in programming languages such as Hack, Thrift, Python, C++, Rust, Java, and PHP, along with experience in the full web stack using SOAP or REST API technologies and architectures, front-end development with JavaScript/React, and SQL for database management

  4. Understanding of network fundamentals and related technologies (TCP/IP, IP Stack, VPN, Routing)

  5. Experienced in one or more of the following areas: communicating with wide ranging audiences, developing technical documentation, resolving operational issues using data, managing multiple projects, and driving initiatives in a cross-functional, global, and multilingual team environment

Preferred Qualifications:

Preferred Qualifications:

  1. Master's degree in Telecommunications, Computer Networks, Computer Science, Computer Engineering, relevant technical field, or equivalent practical experience. Degree must be completed prior to joining Meta

  2. Experience developing, deploying and operating software in one or more public cloud infrastructure (Azure, Google Cloud Platform, AWS)

  3. Understanding of SMPP, SS7, Value Added Services Platforms (SMS Firewall), and Telco Infrastructure (PGW, GGSN), or similar

  4. Understanding of IT infrastructures and network protocols on different layers preferred, with demonstrated knowledge of different data exchange formats and protocols

  5. Experience in configuration and maintenance of applications such as web servers, load balancers, relational databases, storage systems and messaging systems

  6. Experience with large scale enterprise system development

  7. Certified CCNA / CCNP

Public Compensation:

$109,000/year to $165,000/year + bonus + equity + benefits

Industry: Internet

Equal Opportunity:

Meta is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment.

Meta is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@fb.com.