Support Engineering Manager
Menlo Park, California, US
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.
The Business Messaging Group’s mission is to make messaging the primary way people and businesses connect. Research shows that over 63% of people, across generations, prefer messaging a business over using phone or email. On WhatsApp, Instagram, and Messenger, we’re seeing incredible growth as people message businesses to build relationships, ask questions, and get support. And we’re still in the early days of capturing this immense opportunity: more than 2 billion person-to-business communications happening each day. Business Messaging Support is building a new world-class enterprise support organization focused on the success of businesses leveraging our suite of Business Messaging products. Business Messaging Support’s mission is to ensure partners, business, and developers achieve their goals using Meta’s Business Messaging products by providing the right level of support. We strive to deliver service excellence so businesses can thrive on our platforms in an open and connected world. Those who join our teams are very passionate about solving people’s issues, and are strong advocates for the broader Meta suite of products. We are looking for a passionate people Manager to join the Business Messaging Support organization. Business Messaging Support is seeking an experienced leader to drive innovation, influence stakeholders, and manage the implementation of effective strategies and goals. This role will help to ensure our support strategy drives customer and partner growth, retention, and advocacy. This Manager will strive for excellence in support engineering by helping to make Meta’s Business Messaging products stable and scalable for all customers. The ideal candidate will be comfortable in a fast-paced organization, and excited to collaborate with cross-functional partners and customers alike on how to continuously improve our support engineering offering.
Responsibilities
Support and grow a team of engineers to provide best-in-class support to our enterprise customers.
Lead an Integration Support Engineering team with accountability for the success of customers.
Partner closely with other Support Engineering managers globally to ensure the continued growth and improvement in our support engineering offering.
Be accountable for the successful delivery of projects and initiatives aimed at improving our support engineering operations & support.
Become an expert in our Business Messaging products and take ownership of a product area to drive continuous improvement.
Build and maintain relationships with product, engineering, and partnerships/sales teams to assure the effective resolution of customer issues.
Drive the Integration Support Engineering team to deliver impactful, data-backed initiatives e.g. process improvements and/or operational rigor.
Hire and retain a diverse team of top talent.
Travel both domestically and internationally, approximately 20% of the time.
Minimum Qualification
BA/BSc degree in Engineering, Computer Science, or related field or international equivalent.
Experience in owning bug management processes and recommending/influencing the priority of bug fixes.
Analytical-thinking and problem solving experience.
3+ years experience in leading teams/managing people in a customer facing function.
Experience in owning & driving initiatives across a global team and cross-functional partners.
6+ years of engineering/programming experience.
Preferred Qualification
Experience with the full web stack, REST API development, and technologies.
Experience with enterprise software or enterprise system development.
Proven experience working with and meeting external partners.
Proven experience collaborating and communicating across a global team.
Experience building or managing a team of engineers who focus on using their skills to unblock and support customers.
Experience in deploying and managing applications on Amazon Web Services, Google Cloud Platform or Microsoft Azure.
Experience developing procedures and systems to track support activity and achieve measurable goals while providing the oversight and training needed to ensure individual and team proficiency and compliance.
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