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 Advertising, Business Messaging, Telecommunications, Fintech and combine your experience with a track record of delivering effective customer service 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 apply critical thinking to blend 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 their implications 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

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 an 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 frame and consider issues within the larger scope and goal of the team and translate 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 an 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. Identify 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

Qualifications

8+ years of experience as a Support Engineer, Service Engineer or similar where you are managing and/or maintaining integrations with 3rd party services Proficiency in full-stack development with experience in the full web stack, SOAP, and REST-API technologies and architectures Basic understanding about building apps on Android/iOS/Java, enough to know the architecture and troubleshoot Experience developing, deploying and operating software in one or more public cloud infrastructure (Azure, GCP, AWS, etc.) Proven experience in the following: API development on cloud based infrastructures, Restful APIs JSON, and SDK Integrations 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 managing multiple concurrent projects and driving initiatives in a cross-functional environment 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 Demonstrated ability to integrate AI tools to optimize/redesign workflows and drive measurable impact (e.g., efficiency gains, quality improvements) Experience in configuration and maintenance of applications such as web servers, load balancers, relational databases, storage systems and messaging systems Experience adhering to and implementing responsible, ethical AI practices (e.g., risk assessment, bias mitigation, quality and accuracy reviews) Experience with large scale enterprise system development Experience working across a global team, solving problems, and designing business operations from scratch Proficiency in PHP/Hack and JavaScript/React Experience with GenAI, Large Language Models (LLMs), Machine Learning (ML), etc Demonstrated ongoing AI skill development (e.g., prompt/context engineering, agent orchestration) and staying current with emerging AI technologies