Facebook Global Support Engineering Infrastructure Engineer in Dublin, Ireland

Intro:

Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities - we're just getting started.

Summary:

The Global Support Engineering Infrastructure (GSEI) team designs and builds a suite of support tools to help Facebook's operations teams to provide service and support to their partners, both internal and external. These tools include; case management systems for tracking partner requests, queue management systems for coordinating team tasks across a range of ticketing systems, reporting systems so the operations teams can monitor and manage their performance and many advanced routing, assignment and translation frameworks to ensure our suite of tools can map to the operational needs of our user-base. These systems combine together to form a comprehensive support management suite which we are continually growing and enhancing.

We are looking for an engineer to join the Global Support Engineering Infrastructure (GSEI) team at Facebook. This role will continue to build, scale and innovate the support systems that the Facebook partner operations teams rely on to help resolve issues for our partners. Those who join this team are passionate about engineering quality code while also working with cross-functional partners to improve their operational efficiency through advanced tooling.

Required Skills:

  1. To ensure the stability and availability of the GSE Infra team's suite of support products.

  2. To provide support for internal and external users of the GSEI team's suite of products including reproducing and fixing bugs as well as general support questions.

  3. To build and maintain the GSE Infrastructure team's own support tooling.

  4. Become an expert in our products, our internal operational tools and the needs of internal stakeholders by providing effective technical consultation

  5. Solve challenging technical, operational and escalation issues through our tooling, delivering the highest level of stakeholder satisfaction

  6. Help scale tooling solutions that are flexible and easily customizable when new products are shipped

  7. Work directly with our operational teams to resolve technical issues

  8. Deliver data-driven, impactful results

  9. Build understanding about the wide variety of operational tools across the company at a deep engineering level

Minimum Qualifications:

  1. Bachelor’s degree in Computer Science or related field (or equivalent degree and experience)

  2. At least 4+ years of experience in software development

  3. Programming abilities in one or more of the following languages: PHP, JavaScript

  4. Demonstrated creative problem-solving approach and strong analytical skills

  5. Experience working in an operational or support role is a plus

Industry: Internet