Business Support Engineer

Business Support Engineer

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 diverse 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.

Business Support Engineer Responsibilities

Deploy Meta Products at Scale - Collaborate with Meta's business partners and clients, providing integration support through APIs, Financial Technology, and Telecommunications Integrations

Manage Technical Relationships - Offer continuous proactive and reactive technical support, troubleshoot real-time issues, and ensure high satisfaction through a scaled ticketing system

Technical Integration Support - Provide integration support through cloud-based APIs, financial technology, and telecommunications integrations to connect with users worldwide

Proactive and Reactive Technical Support - Offer continuous technical support through a scaled ticketing system to ensure high levels of service satisfaction, addressing both proactive measures and real-time troubleshooting

Performance Monitoring and Communication - Develop and maintain performance monitoring systems, ensure high availability of partner integrations, and communicate partner needs to Meta product teams for product enhancement

Documentation and Support - Create and maintain documentation to assist partners with integration and provide 24/7 on-call support coverage through a rotation schedule

Feedback and Communication - Deliver constructive feedback and communicate partner needs to improve product experiences, while maintaining cross-functional partnerships to drive effective collaboration

Minimum Qualifications

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

Bachelor's degree in Computer Science, Engineering, or related technical field experience

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

Experienced in one or more of the following areas: communicating with diverse 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

Currently has, or is in the process of obtaining a Master's degree in Computer Science, Computer Engineering, relevant technical field, or equivalent practical experience. Degree must be completed prior to joining Meta

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

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 in the payment processing and/or banking industry and an understanding of online payment processing flows (merchants, acquirer banks, issuers' banks, card networks)