Business Support Engineer

Business Support Engineer

Partners with Meta's Business Partners and Clients to help them deploy Meta Products at scale.

Provides integration support through a range of Cloud Based APIs, Financial Technology and Telecommunications Integrations, enabling them to connect with a variety of users around the world.

Manages technical relationships with Meta partners, providing technical support and handling service outages.

Becomes an expert in one of our business products and how best to deploy them and troubleshoot them.

Provides continuous proactive and reactive technical support through a scaled ticketing system while ensuring a high level of satisfaction from our service.

Troubleshoots 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.

Develops and maintains 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.

Provides 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.

Uses 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.

Is 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.

Makes 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:

• Requires a Master's degree (or foreign degree equivalent) in Computer Science, Computer Engineering, or a related field and 8 years of experience in Software Engineering, Support Engineering, Reliability Engineering, or a related field.
• Requires 8 years of experience in the following:
• Full web stack, Python, PHP/Hack, and JavaScript/React development along with debugging and bug management support
• Mobile iOS or Android development
• Database management systems (MySQL, MongoDB, etc.)
• Distributed memory object caching systems (Memcached, etc.)
• Data workflow tools (Dataswarm, Microsoft Azure Data Factory, Apache Airflow, etc.)
• Log analysis tools, such as Sumo Logic, ELK Stack (Elasticsearch, Logstash, Kibana)
• Apache Hadoop (open-source), Hive, and Presto
• Developing, deploying, and operating software in one or more public cloud infrastructure (Azure, Google Cloud Platform, AWS, etc.)
• API development on cloud-based infrastructures
• Simple Object Access Protocol (SOAP), and REST API technologies and architectures
• Software development tools: Code editors (VIM or Emacs), and revision control systems (Subversion, GIT, or Perforce)
• Linux, UNIX, or other *nix-like OS as evidenced by file manipulation, advanced commands, and shell scripting
• Solid understanding of IT infrastructures and network protocols (such as HTTP, TCP/IP) on different layers, with demonstrable knowledge of different data exchange formats and protocols
• Assessing, analyzing, and resolving operational issues using data
• Software development methodologies, such as Agile or Waterfall
• Managing multiple concurrent projects and driving initiatives in a cross-functional environment
• Working across a global multilingual team, solving problems, and designing business operations from scratch
• Communicating with technical and business audiences and creating technical documentation