Developer Support Engineer

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.Developer Support Engineer Responsibilities

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

Minimum Qualifications

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

Preferred Qualifications

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

For those who live in or expect to work from California if hired for this position, please click here for additional information. About Meta Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.
US$141,000/year to US$197,000/year + bonus + equity + benefits

Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate, monthly rate, or annual salary only, and do not include bonus, equity or sales incentives, if applicable. In addition to base compensation, Meta offers benefits. Learn more about benefits at Meta.

Equal Employment Opportunity Meta is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. You may view our Equal Employment Opportunity notice here.
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