Business Support Engineering, Ads & Fintech

Business Support Engineering, Ads & Fintech

Meta’s Support Engineering team is looking for an engineer to play a key role in scaling Meta’s key Fintech product priorities. As a business support engineer working on Meta Fintech Products, you will get an opportunity to work on our family of apps including Instagram, WhatsApp, FB and build support flows for the systems where we process over 140 Billion annually. We are looking for someone who has a passion for product support combined with outstanding customer services. You are an expert in building monitoring from scratch, identifying gaps and coming up with technical solutions, and are an expert in articulating insights back to product teams to make the product better. You have the expertise of managing technical integrations, fostering developer/business relationships, and who have a desire to improve the support experience of our customers. As a business support engineer, you will work closely with product engineering teams and partners to build long term monitoring and alerting solutions that will help us detect and resolve issues proactively. You will also get the opportunity to work with external partners and processors and set up processes that will help us build a scalable support system for our fintech workflows. You will work closely with other regional offices and partnership teams and support a broad range of partners across the globe to integrate Meta Fintech products into their offering. This role will be based in Singapore.

Responsibilities

1. Partner with Payment providers and advertisers to help them deploy Meta products.
2. Provide ongoing integration monitoring and technical support to payment partners/processors through a scaled ticketing system, while ensuring a high quality of service, troubleshooting partner’s technical issues in real-time, in cooperation with their engineering teams, and Facebook's internal technical teams, to resolve payment service issues.
3. Troubleshoot partners’ technical issues in real-time in cooperation with their engineering and operations teams, while also working with Meta’s internal technical teams to resolve those issues.
4. Manage technical relationship with Meta’s Payments partners, providing technical support and handling service outages.
5. Communicate partner needs to the Meta product team, to improve people’s experiences with our products.
6. Handle any production issues that come out of Meta’s monthly reconciliation process.
7. Write production code that will improve our internal tooling and our products, building understanding across a variety of software and our platform at a deep engineering level.
8. Help scale programs by creating and maintaining informative content and documentation that can be used by our partners to help them integrate with Meta’s infrastructure, presenting cross-functional and global context.
9. Provide 24x7 on-call support coverage via on-call rotation schedule (during working hours and including weekends).
10. Proactively and independently analyze information to identify specific trends/opportunities, recommend appropriate and relevant tactical improvements, anticipating future business needs to improve the overall support experience and share this knowledge across the team.
11. Lead and complete several concurrent complex projects while using your problem-solving skills to resolve large business problems.
12. Regularly frame and consider issues within the larger scope and goal of the team and translate them into actionable insights that have key business impact.
13. Independently think through execution from end-to-end, and use judgment to understand how actions may impact other stakeholders and communicate in advance.
14. Be recognized and known as an expert across the global team and regularly coach others through projects and/or initiatives, from initial problem scoping, to methodology and project management.
15. Confidently and constructively challenge priorities and/or the direction of a certain project. Identify areas where we can pause, remove roadblocks or stop pieces of work and/or re-prioritize resources.
16. Make informed decisions and recommendations based on the reprioritization of competing needs.
17. Consistently deliver constructive feedback to peers in a way that strengthens relationships and enables projects to advance more quickly while motivating and uniting the team to achieve common goals.

Minimum Qualifications

1. 5+ years of experience as a Support Engineer, Service Engineer, Site Reliability Engineer or similar.
2. BA/BS in Engineering, Computer Science, Information Technology, Telecommunications or equivalent degree/experience.
3. Technical understanding of online payment processing flows. (Merchants, Acquirer Banks, Issuers bank)
4. Experience in working/troubleshooting with networking protocols (HTTPS, API, REST, VPNs).
5. Experience in one or more of the following languages: PHP, Python, Ruby, Objective-C/C++, Swift, Java, or C#.
6. Experience with system administration and scripting under Unix/Linux systems.
7. Demonstrated problem-solving approach and analytical skills.
8. Experience in communicating with technical and business audiences and writing technical documentation.

Preferred Qualifications

1. Experience in the payment processing and/or banking industry.
2. Experience of local payment flows like Fed Now and subscription based payment is a plus.