Business Solutions Engineer
Meta

Job Info

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 Solutions 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 Solutions Engineer Responsibilities:

• Manage technical relationships with enterprise customers, providing technical support and bug resolution
• Conduct technical support through a scaled ticketing system while achieving a high level of customer satisfaction
• Provide 24x7 on-call support coverage (including weekend support)
• Develop and maintain performance monitoring systems for infrastructure and operations
• Scale programs to help customers integrate with Meta's Infrastructure
• Identify trends and opportunities to improve the customer support experience
• Translate issues into insights and actionable goals to drive business impact
• Improve customer experience and product quality by sharing customer feedback with product partners
• Manage and nurture cross functional partner relationships by leading engineering communications
• Deliver constructive feedback to peers to strengthen relationships
• Coach peers with technical problem solving and project management best practices
• Understand how end to end project execution may impact stakeholders and communicate in advance
• Challenge project priorities and direction when required, removing project blockers and controlling engineering scope
• Make informed decisions and recommendations based on the reprioritisation of competing needs

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.
• 5+ years of experience as a Support Engineer, Service Engineer or similar
• Engineering degree, or a related technical discipline, or equivalent work experience
• 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 technical documentation

Preferred Qualifications:

• BS/MS in 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 the full web stack, REST API development and technologies, and bug management support

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