Business Support Engineer

Location: City of Westminster

We are looking for an engineer to play a key role in providing technical, engineering support to Meta’s Advertising partners, Customers and clients globally. You will have the opportunity to work together with a global team of Business Support Engineers who are expert in Meta’s Adtech 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 working on Ads at Meta, you will primarily support on Meta’s Ads Products but also have the opportunity to work cross functionally in several of our key business areas across Business Messaging, Telecommunications 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 and maintaining integrations with 3rd-party services, who help foster developer/business relationships, who demonstrate critical thinking and 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.

Business Support Engineer Responsibilities:

Provide proactive and reactive engineering support for partners, independently managing complex outages to ensure high partner satisfaction

Troubleshoot large-scale distributed systems and partner integrations, championing operational excellence and engineering excellence

Leverage AI tools to accelerate troubleshooting, automate repetitive tasks, and scale your impact with an 'AI native' mindset

Build, launch, and optimize AI solutions using Llama and other LLMs, owning the full lifecycle from prototype to production

Develop performance monitoring systems for partner integrations to ensure high availabilityleverage metrics to proactively identify issues and drive improvements across teams

Provide 24/7 oncall support coverage via rotation schedule (including weekends)
Collaborate with Platform and Infrastructure teams to investigate issues, align on fixes, and drive continuous product improvement

Create clear documentation, specs, guides, and presentations to communicate complex AI concepts to diverse audiences, scaling the team's knowledge internally and externally

Drive end-to-end execution, using sound judgment to manage stakeholder expectations and ensuring clear alignment. Develop and share AI/ML expertise, actively coaching and mentoring peers on technical troubleshooting and project execution

Minimum Qualifications:

3+ years of experience as a software engineer or site reliability engineer

Proven experience as a support engineer, service engineer, or similar

Bachelor's degree in Computer Science, Engineering, or related technical field experience

Experience in developing, deploying, and operating software in one or more public cloud infrastructures (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

Solid understanding of IT infrastructures and network protocols on different layers, with demonstrable knowledge of different data exchange formats and protocols

Experience in assessing, analyzing, and resolving operational issues using data Experience managing multiple concurrent projects and driving…