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About the Role

This role is at the intersection of AI and Business Messaging, a key investment area for Meta. You will be at the heart of transforming how businesses discover, engage, and transact with customers using next-generation AI agents, LLMs, and conversational AI systems. You will act as a technical bridge between customers, support operations, and product/engineering teams to resolve complex technical challenges, drive operational excellence, and influence product improvements.

Responsibilities

Deliver a high-touch resolution experience for Meta's most strategic Business Messaging Partners.
Develop deep subject matter expertise across Meta Business Agent and the wider Business Messaging portfolio.
Break down and resolve complex, ambiguous, technical issues for high-touch customers using internal debug tools and log analysis.
Provide end-to-end issue resolution, filing bugs, documenting repro steps, and partnering with cross-functional teams.
Drive scale across the support funnel, enabling front-line human and AI agents to resolve issues earlier.
Act as a trusted advisor on the Meta Business Agent product.
Improve the end-to-end support funnel by optimizing internal and external support processes.
Refine the support agent's experience with clear resolution paths and feedback.
Maintain knowledge bases, documentation, and training materials for support teams.
Identify common issues and develop reusable workarounds, documenting and sharing them.
Partner with XFN Product and Engineering on go-to-market strategy for new features, covering training and operational readiness.
Drive 'shift left' initiatives to streamline and standardize support flows.
Champion the voice of the customer (VOTC) by translating front-line data and feedback into actionable insights for product roadmaps.
Build cross-functional partnerships, aligning teams and holding them accountable.
Recommend tooling, processes, and signal improvements leveraging support performance data.
Run account health reviews, surfacing insights to improve account management and support effectiveness.

Requirements

B.A. or B.S. in Business, Computer Science, Engineering, Digital Marketing, or related field, or equivalent practical experience.
8+ years of experience in an operations, support, technical solutions, or product role within a technical environment.
Working knowledge of web technologies (HTML, CSS, JavaScript, HTTP, APIs) with hands-on technical troubleshooting experience.
Proven ability to translate technical concepts for both technical and non-technical audiences.
Demonstrated experience in influencing outcomes and driving alignment across cross-functional teams.
Experience in the CRM, messaging, conversational AI, or API-based technology industries.

Skills

AI agent behavior
AI agent configuration
Meta Business Agent
Business Messaging
conversational AI
LLMs
API integrations
Webhooks
debug tools
log analysis
responsible AI practices
ethical AI practices
risk assessment
bias mitigation
quality and accuracy reviews
prompt engineering
context engineering
agent orchestration
AI technologies
prototyping
building tools

Experience Level

8+ years of experience

Education Level

B.A. or B.S. in Business, Computer Science, Engineering, Digital Marketing, or related field, or equivalent practical experience.

About the Company

Meta accelerates its investment in AI-native business experiences.
Meta Business Agent sits at the center of how businesses will discover, engage, and transact with customers in the future.
Billions of people across Meta's messaging platforms.