Enterprise Support Engineer

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Enterprise Support Engineer
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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
About Meta
Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.
Meta is committed to providing reasonable support (called accommodations) in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to accommodations-ext@fb.com.
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Meta is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. You may view our Equal Employment Opportunity notice here. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. We may use your information to maintain the safety and security of Meta, its employees, and others as required or permitted by law. You may view Meta's Pay Transparency Policy, Equal Employment Opportunity is the Law notice, and Notice to Applicants for Employment and Employees by clicking on their corresponding links. Additionally, Meta participates in the E-Verify program in certain locations, as required by law.

Meta is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at accommodations-ext@fb.com.
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