Technical Solutions Consultant, Meta Business Agent

About the Role

This position offers a unique opportunity to work at the forefront of AI and Business Messaging—a core focus area for Meta’s innovation. Positioned within Meta Business Agent, a transformative AI-native business experience, this role directly contributes to reshaping how companies discover, engage, and transact with customers by leveraging advanced AI agents, large language models, and conversational AI across Meta’s messaging ecosystems.

As a Technical Solutions Consultant (TSC), you will be a recognized expert on the AI agent experience, acting as a technical liaison between clients, support teams, and internal product and engineering groups. Your goal is to resolve intricate technical issues related to AI agent behavior and configuration, promote operational excellence, influence product development with data-driven insights, and empower customers to maximize the benefits of Meta Business Agent for enhanced customer interactions.

Key Responsibilities

• Provide personalized, high-quality support for Meta’s strategic Business Messaging partners.
• Develop and maintain advanced expertise in Meta Business Agent and the broader Business Messaging product suite.
• Troubleshoot and resolve complex, ambiguous technical issues involving Meta Business Agent, API integrations, webhooks, and message delivery by utilizing internal debugging tools and analyzing logs.
• Manage end-to-end issue resolution, including bug reporting, documenting reproduction steps, and collaborating cross-functionally until problems are solved.
• Enhance support scalability by enabling frontline human and AI agents to resolve problems closer to customers and earlier in the process.
• Serve as a trusted advisor and advocate for the Meta Business Agent product.
• Streamline and improve support processes for both internal teams and customers.
• Optimize the support agent experience by clarifying resolution pathways and providing feedback to accelerate ticket closure.
• Maintain up-to-date knowledge bases, documentation, and training resources to support new feature adoption and capabilities.
• Identify recurring issues and create standardized workarounds to facilitate broad problem resolution.
• Partner with product and engineering teams to support go-to-market strategies, including product training and operational readiness for new features.
• Lead "shift left" initiatives aimed at simplifying and standardizing support workflows to resolve issues closer to customers.
• Translate frontline feedback and data into actionable insights that influence the product roadmap.
• Champion the Voice of the Customer by highlighting pain points and advocating for measurable improvements.
• Establish and maintain cross-functional partnerships across Product Management, Engineering, and Partnerships to drive coordinated efforts and accountability.
• Recommend improvements in tools, processes, and feedback mechanisms based on support performance metrics.
• Conduct account health reviews to provide insights enhancing account management and support effectiveness.

Required Qualifications

• Bachelor’s degree in Business, Computer Science, Engineering, Digital Marketing, or a related discipline, or equivalent practical experience.
• Minimum of 5 years’ background in operations, support, technical solutions, or product roles within technical environments.
• Hands-on experience troubleshooting web technologies including HTML, CSS, JavaScript, HTTP, and APIs.
• Ability to communicate complex technical concepts effectively to both technical and non-technical stakeholders.
• Proven track record of influencing outcomes and aligning cross-functional teams.
• Experience within CRM, messaging, conversational AI, or API-driven technology sectors.

Preferred Qualifications

• Continuous development of AI-related skills, such as prompt engineering and agent orchestration, staying informed on emerging AI advancements.
• Experience integrating AI tools to redesign workflows and achieve measurable improvements in efficiency and quality.
• Familiarity with responsible and ethical AI practices—risk assessment, bias mitigation, and quality assurance.
• Proven ability to drive product enhancements through data-driven customer insights.
• Experience prototyping and building tools aimed at increasing work efficiency and effectiveness.

About Meta

Meta develops technologies enabling people to connect, find communities, and grow businesses worldwide. Originating with Facebook in 2004, and expanding through apps like Messenger, Instagram, and WhatsApp, Meta is now advancing beyond traditional screens into augmented and virtual reality, shaping immersive social technologies that break conventional boundaries.

Compensation and Benefits

Compensation is competitively aligned based on skills, qualifications, experience, and location. The published figures represent base salaries exclusive of bonuses, equity, or sales incentives. Meta also provides comprehensive benefits to its employees.