Business Support Engineer

Role Overview

We are seeking a skilled engineer to provide critical technical and engineering assistance to Meta's global partners and clients. Collaborating closely with an international team of Business Support Engineers, you will deliver both proactive and reactive support for partner integrations and issues. This includes coordination with cross-functional teams to maintain high product quality and ensure a positive partner and customer experience.

Key Responsibilities

• Collaborate with Meta's business partners and clients to facilitate large-scale deployment of Meta products.
• Deliver integration support via cloud-based APIs and technologies in financial technology and telecommunications, connecting users worldwide.
• Manage technical relationships with partners, offering support and managing service disruptions.
• Develop expertise in specific business products to optimally implement and troubleshoot them.
• Maintain ongoing technical support via a scaled ticketing system while striving for high satisfaction levels.
• Resolve partner technical issues in real-time alongside their engineering and operations teams and Meta's internal technical staff.
• Create and uphold monitoring systems to guarantee high availability of partner integrations.
• Communicate partner feedback and requirements to Meta product teams to enhance user experience.
• Develop and maintain documentation and content to scale programs and assist partners with integrations from a global perspective.
• Participate in a 24/7 rotation for on-call support, including weekends.
• Analyze data independently to identify trends, recommend tactical improvements, and anticipate future business needs in support experience.
• Utilize problem-solving skills to address complex business challenges.
• Frame problems within broader team goals and translate them into actionable insights with business impact.
• Take ownership of end-to-end execution, carefully considering impacts on stakeholders and communicating proactively.
• Manage key relationships across multiple cross-functional teams, fostering communication and collaboration.
• Become recognized as a subject matter expert and mentor for colleagues through initiatives from problem definition to project management.
• Constructively challenge project priorities and contribute to resource reprioritization decisions.
• Provide constructive feedback to peers that enhances relationships and accelerates project progress.

Qualifications

• Minimum of 3 years’ experience in roles such as Support Engineer or Service Engineer managing integrations with third-party services.
• Strong full-stack development skills with experience across web technologies including SOAP and REST APIs.
• Basic knowledge of mobile app architectures on Android, iOS, and Java sufficient for troubleshooting.
• Experience developing, deploying, and operating software on public cloud platforms like Azure, GCP, or AWS.
• Proven expertise in cloud API development, RESTful APIs with JSON, and SDK integrations.
• Effective communication skills with both technical and business audiences and experience producing technical documentation.
• Solid understanding of IT infrastructure, networking protocols, and various data exchange formats.
• Ability to manage multiple projects simultaneously and drive initiatives in a collaborative, cross-functional environment.
• Bachelor's degree in Computer Science, Computer Engineering, or a related technical field (or equivalent practical experience), completed before joining Meta.

Preferred Skills

• Experience integrating AI technologies to optimize workflows and produce measurable performance improvements.
• Proficiency in PHP/Hack and JavaScript/React frameworks.
• Background in developing enterprise-scale systems.
• Ongoing skill development in AI methodologies such as prompt engineering and agent orchestration.
• Familiarity with responsible AI practices including risk assessment and bias mitigation.
• Experience configuring and maintaining applications like web servers, load balancers, databases, storage, and messaging systems.
• Ability to work and solve problems within global teams and design new business operations.
• Exposure to generative AI, large language models, and machine learning technologies.

About Meta

Meta designs technologies that enable people to connect, build communities, and expand businesses. Since the inception of Facebook in 2004 and the launch of apps like Messenger, Instagram, and WhatsApp, billions have been empowered to connect globally. Meta is advancing beyond traditional digital interfaces towards immersive augmented and virtual reality experiences, pioneering future social technology that transcends the limitations of current platforms.

Compensation and Benefits

Compensation is based on qualifications, experience, skills, and location. The figures noted reflect base salary only and exclude bonuses, equity, or sales incentives if eligible. Meta also offers additional benefit programs to employees.