Developer Support Engineer

Facebook; Providence (RI); On-site; USD 141,000 - 197,000; Full time

Job summary

An innovative company is seeking a Developer Support Engineer to enhance the developer experience within its ecosystem. This role involves solving technical issues, coordinating with product teams, and creating processes to improve support journeys. The ideal candidate will have a strong background in technical support, effective communication skills, and experience with ticketing systems. Join a forward-thinking team dedicated to providing seamless support to developers and creators, ensuring their success in building applications and worlds. This position offers a competitive salary, bonus, and equity, along with a dynamic work environment where your contributions will make a significant impact.

Qualifications

• 5+ years of experience in technical support and solving escalated issues.
• Bachelor's degree in relevant technical field or equivalent experience.
• Experience with ticketing and customer relations management systems.

Responsibilities

• Solve escalated issues reported by app developers and creators.
• Coordinate with product teams for resolution of complex issues.
• Support the development of new technical solutions for developers.

Skills

Technical Support

Problem Solving

Effective Communication

Cross-Functional Coordination

Presentation Skills

Education

Bachelor's degree in Computer Science

Degree in Game Development

Tools

Salesforce

Zendesk

Job description

Summary:

Meta Reality Labs is seeking a Developer Support Engineer to join the team. You will research, review, and solve technical issues related to developer-reported problems. You will also advise internal teams on technical solutions to process, platform, and organize concerns. Your overall goal is to provide a frictionless experience for developers of applications and creators of worlds so we can expand our development ecosystem.

Required Skills:

Developer Support Engineer Responsibilities:

1. Solve escalated issues reported by app developers and creators of worlds.
2. Coordinate with product teams for resolution of complex issues reported by developers and creators.
3. Create processes to build or improve support journeys.
4. Understand developer experience as well as platform policies and procedures in order to support escalation paths.
5. Lead projects with cross-functional teams aimed at reducing developer friction in receiving support.
6. Support the development of new technical solutions including a unified front-end support hub and a back-end knowledge base.
7. Scale high impact initiatives within support to the entire Meta Horizon OS and Horizon Worlds ecosystem.
8. Be a source of insights about the Meta Horizon developer and creator journey to best understand pain points and advise on solutions.
9. Execute in a dynamic and highly iterative environment.

Minimum Qualifications:

1. Bachelor's degree in Computer Science, Computer Engineering, relevant technical field, or equivalent practical experience.
2. 5+ years experience in technical support.
3. Experience in solving Tier 2 or higher ticket issue escalations.
4. Experience directly communicating with external users of products.
5. Experience creating presentations for decision makers, leadership, and various business partners.
6. Experience coordinating on cross-functional efforts across competing priorities and constrained resources.
7. Experience capturing knowledge from support interactions in order to create knowledge base articles and technical documentation.
8. Experience with ticketing and customer relations management systems such as Salesforce and Zendesk.
9. Experience assisting with problems related to 2D, Spatial, and mobile apps.
10. Effective communication, influencing, and problem-solving skills.
11. Experience in working independently to overcome obstacles and proactively and resourcefully developing solutions to problems.
12. Experience meeting multiple objectives in a dynamic environment.

Preferred Qualifications:

1. Technical support experience in software or app development.
2. Working knowledge of Salesforce and Zendesk software.
3. Experience using and training AI to provide support-related solutions.
4. Demonstrated skills and experience working with outsourced vendors providing frontline support.
5. Experience building applications designed for mobile devices.
6. Resourceful, detail-oriented and highly organized.
7. A degree in Computer Science, Game Development, or an equivalent degree.

Public Compensation:

$141,000/year to $197,000/year + bonus + equity + benefits

Industry: Internet

Equal Opportunity:

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, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment.

Meta is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at [e-mail].