Facebook Looking For Mobile Operator Support Engineer at Sunnyvale, CA Full Time
Facebook connectivity is an initiative dedicated to bringing more people online and giving them a better connection to the internet. Two-thirds of people are not yet connected and making the internet available to every person on earth is a goal too large and too important for any one company, group, or government to solve alone. Facebook Connectivity together with its partners have come together to meet this challenge because they believe in the power of a connected world. This role is an opportunity to be part of these initiatives by working with various parties in the ecosystem, service providers and vendors to name a few. The common goal is to deliver affordable and fast internet service to unconnected parts of the world.We are looking for an engineer to play a key role in providing technical support to Facebook’s Mobile partners and SMS vendors and help them to configure and maintain the SMS offerings for Facebook’s family of Apps. You will also have the opportunity to work together with them and our diverse cross functional teams to ensure a high quality for our products and a satisfactory experience for our partners’ 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.
Partners with our Mobile Operator partners and SMS vendors to successfully integrate FBs SMS solutions and ensure delivery quality is maintained. This includes remotely supporting the deployments and testing of VPN connections, Header Enrichment and SMS Binds
Provide support for a variety of scenarios like deploying and testing VPN connections, Header Enrichment, Special configurations, managing the technical relationship with the partners, providing technical support and handling service outages
Provides continuous proactive and reactive technical support to Mobile Operators and SMS Vendors through a scaled ticketing system while ensuring a high level of satisfaction from our service
Troubleshooting partners’ technical issues in real-time in cooperation with their engineering and second level operations teams, while also working with Facebook’s internal technical teams to resolve those issues
Develop and maintain performance monitoring systems for infrastructure and operations to ensure all Mobile Operator integrations are highly available
Communicates partner needs to the Facebook product team, to improve people’s experiences 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 Facebook’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 leads the strategic direction of his/her area of ownership or project manages knowledge and expertise within a key developer product and uses expertise to improve team’s knowledge/skills
Effectively completes complex activities & projects with very little direction
Frames issues strategically and translates them into actionable insights with manager guidance
Effectively balances increasing responsibilities & prioritizes/deprioritizes projects as needed, understanding the trade-off between risk and speed/impact
Proposes new ideas based on thoughtful understanding of the business: ideas/plans are backed by methodical analysis and clear operational plan
Effectively balances increasing responsibilities, communicating prioritization or deprioritization of projects to leadership and cross functional partners
Consistently communicates effectively and proactively at the global team level, presenting tactical and strategic ideas that result in thoughtful actions
Effectively delivers constructive feedback
Identifies opportunities to foster trust and respect amongst the team, and areas to improve culture
Supports interviewing and on-boarding of new employees
Understands and applies the fundamental concepts and practices related to particular field of specialization
Ensures complete understanding of the project
assesses problems and makes sound decisions
Ensures actions are aligned with team-level goals
Influences others within one’s specific area of responsibility
Builds collaborative and effective working relationships
Supports interviewing and on-boarding of new employees
Works on projects with moderate scope that may be somewhat challenging, with some direction
Engineering degree, or a related technical discipline, or equivalent work experience
2+ years of experience as a Support Engineer, Service Engineer, VAS engineer in a SMS hub provider or similar in the telecommunications space
Understanding of standard mobile operator infrastructure, capabilities and especially hands-on working experience with SMSC and SSL VPN
Basic software debugging (eg: PHP, Python, C++ and /or GO)
Understanding of IT infrastructures (distributed, high available real-time infrastructures) and network protocols on different layers (OSI layer model – IP, TCP, UDP, SCTP, HTTP, SMPP, GTP) with knowledge of different data exchange formats, protocols and common telecom infrastructure APIs in general
Communication skills in English
Experience in communicating with technical and business audiences and writing technical documentation
Unix/Linux or scripting experience.
Packet core infrastructure (2G/3G/4G) including advanced packet core features (PCRF, DPI), BSS infrastructures experience.
RCS (Rich Communication Services) professional experience.
Facebook’s mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we’re building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we’re creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities – we’re just getting started.
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 accommodations-ext@fb.com.
Partners with our Mobile Operator partners and SMS vendors to successfully integrate FBs SMS solutions and ensure delivery quality is maintained. This includes remotely supporting the deployments and testing of VPN connections, Header Enrichment and SMS Binds
Provide support for a variety of scenarios like deploying and testing VPN connections, Header Enrichment, Special configurations, managing the technical relationship with the partners, providing technical support and handling service outages
Provides continuous proactive and reactive technical support to Mobile Operators and SMS Vendors through a scaled ticketing system while ensuring a high level of satisfaction from our service
Troubleshooting partners’ technical issues in real-time in cooperation with their engineering and second level operations teams, while also working with Facebook’s internal technical teams to resolve those issues
Develop and maintain performance monitoring systems for infrastructure and operations to ensure all Mobile Operator integrations are highly available
Communicates partner needs to the Facebook product team, to improve people’s experiences 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 Facebook’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 leads the strategic direction of his/her area of ownership or project manages knowledge and expertise within a key developer product and uses expertise to improve team’s knowledge/skills
Effectively completes complex activities & projects with very little direction
Frames issues strategically and translates them into actionable insights with manager guidance
Effectively balances increasing responsibilities & prioritizes/deprioritizes projects as needed, understanding the trade-off between risk and speed/impact
Proposes new ideas based on thoughtful understanding of the business: ideas/plans are backed by methodical analysis and clear operational plan
Effectively balances increasing responsibilities, communicating prioritization or deprioritization of projects to leadership and cross functional partners
Consistently communicates effectively and proactively at the global team level, presenting tactical and strategic ideas that result in thoughtful actions
Effectively delivers constructive feedback
Identifies opportunities to foster trust and respect amongst the team, and areas to improve culture
Supports interviewing and on-boarding of new employees
Understands and applies the fundamental concepts and practices related to particular field of specialization
Ensures complete understanding of the project
assesses problems and makes sound decisions
Ensures actions are aligned with team-level goals
Influences others within one’s specific area of responsibility
Builds collaborative and effective working relationships
Supports interviewing and on-boarding of new employees
Works on projects with moderate scope that may be somewhat challenging, with some direction
Engineering degree, or a related technical discipline, or equivalent work experience
2+ years of experience as a Support Engineer, Service Engineer, VAS engineer in a SMS hub provider or similar in the telecommunications space
Understanding of standard mobile operator infrastructure, capabilities and especially hands-on working experience with SMSC and SSL VPN
Basic software debugging (eg: PHP, Python, C++ and /or GO)
Understanding of IT infrastructures (distributed, high available real-time infrastructures) and network protocols on different layers (OSI layer model – IP, TCP, UDP, SCTP, HTTP, SMPP, GTP) with knowledge of different data exchange formats, protocols and common telecom infrastructure APIs in general
Communication skills in English
Experience in communicating with technical and business audiences and writing technical documentation
Unix/Linux or scripting experience.
Packet core infrastructure (2G/3G/4G) including advanced packet core features (PCRF, DPI), BSS infrastructures experience.
RCS (Rich Communication Services) professional experience.
Facebook’s mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we’re building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we’re creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities – we’re just getting started.
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 accommodations-ext@fb.com.