Facebook App Looking For Enterprise Support Engineer at Redmond, WA Full Time

Meta is more than a social networking company – we provide a platform to build communities and help connect people around the world. A core value is to scale the business by putting our people first. Our Technical Support team is uniquely positioned to propel the Meta customer experience to the next level as we let the customer’s needs be your guiding compass, not the technology’s possibilities!

We are seeking an Enterprise Support Engineer to assist in the support of our services at one of the most critical connection points with our internal customers. Reporting into the Regional Lead, in the Engagement team, our goal is to deliver excellent technical/non-technical support with outstanding customer service, satisfaction and timeliness. This position is part of the Enterprise Operations organization and requires a diverse and flexible skill-set for supporting a wide set of services such as incident management, AV/VC, Events, Server, Networking, etc., that we offer across our brands of companies (Facebook, Instagram, Oculus and WhatsApp). Candidates must be passionate about technology, live for amazing customer service and have the ability to thrive in a fast paced, high-pressure environment. This role will be focused on driving the delivery of a new global Helpdesk support service for Engineering Lab Spaces at Meta. The role will work cross-functionally with network engineering and business stakeholders to ensure timely service delivery of support and triage to appropriate service owners.

Enterprise Support Engineer Responsibilities:
This role will be focused on driving the delivery of a new global Helpdesk support service within operational guidelines and current SOWs for Engineering Lab Spaces at Meta

Performs as a key stakeholder leading a major new initiative for a new service offering and work cross-functionally with network engineering and business stakeholders to ensure timely service delivery of support and triage to appropriate service owners

Brings a deep understanding of KPIs and user analysis that define the health of the service and adoption of technology in relation to the software and systems that Meta utilizes

Acts as a stakeholder for driving enhancements and improving support for all EE

Provides operational context to leadership and offers key input for strategic decisions

Serves as a key POC for cross-functional & Organizational partners in a specific area, collaborating on joint effort

Demonstrates influence which goes beyond assigned areas

Identifies areas of opportunity for improvement to operations or systems and implementation risks with mitigations

Demonstrates understanding of wider dependencies and workflows spanning entire departments, multiple systems or business processes

Provides peer leadership and expertise over a broad operational area, acting as an escalation point and technical leader, proactively addressing service and process gaps as they arise while building long-term solutions to address them

Owns and drives complex and highly complicated projects related to their area of focus

Ability to travel within the US and internationally. Up to 25% *as needed

Minimum Qualifications:
Bachelor’s degree in MIS, CIS or equivalent technical work experience

5+ years experience in support & troubleshooting multiple end-user platforms, software, and/or systems (IC7 10+)

4+ years of experience in supporting one or more IT infrastructure areas such as Hardware, Networking, Firewalls, Active Directory, LDAP, DB fundamentals, and backup/storage

4+ years experience in advanced user facing support position(s)

3+ years experience driving organization or region wide impact through programs and projects

Effective business acumen and working knowledge of applications/business processes

Experience in synthesizing business and technical needs across locations and drive solution delivery

Knowledge of foundational responsibilities critical for achieving departmental goals

Proven relationship skills that carry across the technical spectrum and multiple geographical locations

Experience working with cross functional teams to design solutions for complex business needs

Manage issue resolution including prioritization on time sensitive problems and escalations with corporate

Demonstrated experience using data and analytics to support decision making

Preferred Qualifications:
Experience creating and driving technical programs

Experience guiding/implementing policy and procedure

Facebook is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.Facebook is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at [email protected].