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 with 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 demonstrate 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 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

Develop deep product knowledge 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 24x7 on-call support coverage via on call rotation schedule (during working hours and including weekends)

Use your problem-solving skills to resolve business problems

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

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

Effectively manage key relationships with multiple Cross productive partners, demonstrating leadership by facilitating communication of the team and nurturing cross-functional relationships

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

Experience working with 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

Fluency in English is required as this role will work closely with internal stakeholders and external customers whose usual business language is English

Preferred Qualifications

Demonstrated ability to integrate AI tools to optimize/redesign workflows and drive measurable impact (e.g., efficiency gains, quality improvements)

Demonstrated ongoing AI skill development (e.g., prompt/context engineering, agent orchestration) and staying current with emerging AI technologies

Experience adhering to and implementing responsible, ethical AI practices (e.g., risk assessment, bias mitigation, quality and accuracy reviews)

Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond wh