Job Description

Meta connectivity’s (MCx) mission is to “Accelerate the evolution of connectivity to help bring the metaverse to life”. The team is focused on ensuring network performance is not a bottleneck for metaverse and this role is an opportunity to be part of these initiatives by working with various parties in the ecosystem, service providers and vendors. We need to build influential trusted relationships with providers that ensure we have a voice in how our products are experienced and to increase network performance by partnering with Mobile Operators and ISPs globally.We are looking for an engineer to play a key role in providing technical support to Meta’s connectivity partners and to configure and maintain their products and campaigns. You will also have the opportunity to work together with them and our diverse cross functional teams to ensure a high quality for our products and a satisfactory experience for our partners' 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 Mobile Operator Support Engineer, you will understand industry trends, provide business with technical insights to make better decisions, expose the source of network inefficiencies, and drive the right core investments and enable partners to deploy and operate profitable metaverse-ready networks. You will work closely with other regional offices and partnership teams and support a broad range of partners across APAC, EMEA and LATAM to integrate Meta connectivity products into their offering.

Mobile Operator Support Engineer Responsibilities:

• Partners with our connectivity and internal partners, like Mobile Operators and ISPs, to help them to deploy Meta Connectivity Analytics products, Internet.org and Meta’s special pricing offerings on their networks
• Provide support for a variety of scenarios like deploying and testing VPN connections, Header Enrichment, Special Pricing configurations, managing the technical relationship with the partners, providing technical support and handling service outages
• Provides continuous proactive and reactive technical support to Mobile Operators and ISPs through a scaled ticketing system while ensuring a high level of satisfaction from our service
• Troubleshooting partners’ technical issues in real-time in cooperation with their engineering and second level operations teams, while also working with Meta’s internal technical teams to resolve those issues
• Develop and maintain performance monitoring systems for infrastructure and operations to ensure all integrations are highly available
• Communicates partner needs to the Meta product team, to improve people’s experiences with our products
• Helps scaling 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
• Provide 24x7 on-call support coverage via on call rotation schedule (during working hours and including weekends)
• Contributes effectively in decision-making meetings with other managers and team leads by providing thoughtful ideas and proposals on matters of importance, building trust in high pressure/fire-drill situations
• Works on projects with moderate scope that may be somewhat challenging, with little direction
• Frames issues strategically and translates them into actionable insights with manager guidance
• Independently thinks through execution from end-to-end, and uses judgment to understand how actions may impact other stakeholders and communicates in advance
• Effectively manages key relationships with multiple Cross Functional partners, demonstrating leadership by facilitating communication of the team and nurturing strong Cross Functional relationships
• Consistently delivers 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
• Supports interviewing and on-boarding of new employees
• Understands and applies the fundamental concepts and practices related to particular field of specialisation
• Ensures complete understanding of the project
• assesses problems and makes sound decisions

Minimum Qualifications:

• Intermediate level experience with the Full stack, UI and API programming/automation or software debugging (eg: PHP, Python, C++ and /or Java)
• Experience in communicating with technical and business audiences and writing technical documentation in English
• Domain knowledge on mobile and/or broadband networking infrastructure (especially packet core network) will be an added advantage
• Engineering degree, or a related technical discipline, or equivalent work experience
• Want a quick learner so they can ramp up quickly and be able to work independently
• Experience in working/troubleshooting with IT infrastructure and network protocols on different layers (HTTPs, API, REST, VPNs, IP networking, Latency/RTT, Firewall)
• Knowledge on developing large and complex SQL queries, with low execution times
• 3+ years of experience as a Technical Support Engineer or Integration engineering in telecommunications space or similar industry with software debugging/automation knowledge
• Advanced data analysis, including aggregation from multiple sources and exporting for visualization to gather insights on KPIs and performance of products

Preferred Qualifications:

• BS/MS in Telecommunications, Computer Science or equivalent degree/experience
• Knowledge on React/Vue/Angular and/or other similar modern JavaScript framework
• Experience developing, deploying and operating software in one or more public cloud infrastructure (Azure, GCP, AWS, etc.) or infrastructure-as-code tools (Terraform, Kubernetes, etc.)