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About the Role

This role involves providing global technical and engineering support to Meta’s Advertising partners, Customers, and clients. You will collaborate with a global team of Business Support Engineers, leveraging expertise in Meta’s Adtech to offer proactive and reactive support for partner issues and integrations. This position requires partnering with cross-functional teams to ensure high-quality products and satisfactory partner experiences. You will investigate and resolve issues reported by partners, assess necessary fixes, and drive continuous improvements in products and deployments. The role focuses on Meta’s Ads Products but also offers opportunities to work across Business Messaging and Telecommunications, combining customer service skills with a product focus to communicate key insights to product teams. Ideal candidates possess subject-matter knowledge in managing third-party integrations, fostering developer/business relationships, demonstrating critical thinking, and blending systems design with business needs, with a desire to enhance customer support.

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 and engineering excellence
Leverage AI tools to accelerate troubleshooting, automate repetitive tasks, and scale 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 availability; leverage metrics to proactively identify issues and drive improvements across teams
Provide 24/7 on-call 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

Requirements

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 initiatives in a cross-functional environment
Experience working across a global team, solving problems, and designing business operations from scratch
Experience in partner-facing or customer-centric engineering roles
Proficiency in PHP/Hack and JavaScript/React
Demonstrated ongoing AI skill development (e.g., prompt/context engineering, agent orchestration) and staying current with emerging AI technologies
Experience transforming data, model selection/training/optimization, and deployment at scale
Experience in adhering to and implementing responsible, ethical AI practices (e.g., risk assessment, bias mitigation, quality and accuracy reviews)
Experience in the configuration and maintenance of applications such as web servers, load balancers, relational databases, storage systems, and messaging systems
Experience with large-scale enterprise system development
Demonstrated ability to integrate AI tools to optimize/redesign workflows and drive measurable impact (e.g., efficiency gains, quality improvements)

Skills

Meta’s Adtech
AI tools
Llama
LLMs
API development
Full-stack development
SOAP
REST API technologies and architectures
IT infrastructures
Network protocols
Data exchange formats and protocols
PHP/Hack
JavaScript/React
Prompt/context engineering
Agent orchestration
Model selection/training/optimization
Web servers
Load balancers
Relational databases
Storage systems
Messaging systems

Location

Globally

Work Type

Full-time
On-call

Experience Level

3+ years of experience

Education Level

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