Business Support Engineer

We are looking for an engineer to play a key role in providing technical, engineering support to Meta’s partners and clients globally.

You will have the opportunity to work together with a global team of Business Support Engineers to provide proactive and reactive support for partner issues and integrations while partnering with our broad cross functional teams to ensure a high quality for our products and 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 specialise in one of our key business areas across Business Messaging, Telecommunications, Fintech and Advertising and combine your experience for 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, who 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 its implication to 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.

Responsibilities:

Business Support Engineer Responsibilities:

Partners with Meta’s Business Partners & Clients to help them deploy Meta Products at scale

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

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

Become a subject-matter-expert in one of our business products and how best to deploy them and troubleshoot them

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

troubleshoot 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 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

Provide 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

Use your 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

Be recognized and known as a subject-matter-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

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

Qualification and experience:

Minimum Qualifications:

5+ years of experience as a Support Engineer, Service Engineer or similar

Proven experience as a Support Engineer, Service Engineer, or similar

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

Proficiency in full-stack development with experience in the full web stack, SOAP, and REST-API technologies and architectures

Experience in communicating with technical and business audiences and creating technical documentation

Solid understanding of IT infrastructures and network protocols on different layers, with demonstrable knowledge of different data exchange formats and protocols

Experience assessing, analyzing, and resolving operational issues using data

Experience managing multiple concurrent projects and driving initiatives in a cross-functional environment

Preferred:

Preferred Qualifications:

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

Proficiency in PHP/Hack and JavaScript/React

Experience working across a global team, solving problems, and designing business operations from scratch

Experience with GenAI, Large Language Models (LLMs), Machine Learning (ML), etc

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