Mobile Operator Support Engineer

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

Facebook connectivity is an initiative dedicated to bringing more people online and giving them a better connection to the internet. Two-thirds of people are not yet connected and making the internet available to every person on earth is a goal too large and too important for any one company, group, or government to solve alone. Facebook Connectivity together with its partners have come together to meet this challenge because they believe in the power of a connected world. This role is an opportunity to be part of these initiatives by working with various parties in the ecosystem, service providers and vendors to name a few. The common goal is to deliver affordable and fast internet service to unconnected parts of the world.We are looking for an engineer to play a key role in providing technical support to Facebook'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, partner's network evolution roadmap and its implication to our product roadmap. 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 Facebook connectivity products into their offering.

Required Skills

  • Partners with our connectivity partners, like Mobile Operators and ISPs, to help them to deploy Facebook Connectivity products (Like Express WiFi), Internet.org and Facebook'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 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 Facebook's internal technical teams to resolve those issues
  • Develop and maintain performance monitoring systems for infrastructure and operations to ensure all Mobile Operator integrations are highly available
  • Communicates partner needs to the Facebook 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 Facebook'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
  • Proactively and independently analyzes information to identify specific trends/opportunities, recommends appropriate and relevant tactical improvements, anticipating future business needs to improve the overall support experience and share this knowledge across the team
  • Use your problem-solving skills to resolve large business problems
  • Regularly frames and considers issues within the larger scope and goal of the team and translates them into actionable insights that have key business impact
  • 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
  • Be recognized and known as an expert across the global team and regularly coaches others through projects and/or initiatives, from initial problem scoping, to methodology and project management
  • Confidently and constructively challenges priorities and/or the direction of a certain project. Identifies areas where we can pause, remove roadblocks or stop pieces of work and/or re-prioritize resources
  • Make informed decisions and recommendations based on the reprioritization of competing needs
  • 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


Minimum Qualification

  • 5+ years of experience as a Support Engineer, Service Engineer, Packet core/4G/LTE/EPC/Network/IP/Site Reliability Engineer, or similar, in the telecommunications space.
  • Engineering degree, or a related technical discipline, or equivalent work experience.
  • Understanding of IT infrastructures (distributed, high available real-time infrastructures) and network protocols on different layers (OSI layer model - IP, TCP, UDP, SCTP, HTTP, SMPP, GTP), including packet core features (SGSN , MME, SGW, PGW, GGSN, PCEF, PCRF, DPI), BSS infrastructures for provisioning and charging (online/offline charging, mediation).
  • Experience developing, deploying and operating software in one or more public cloud infrastructure (Azure, GCP, AWS, etc.).
  • Experience with one or more Infrastructure-as-Code tools (Terraform, Kubernetes, etc.).
  • Experience in programming/automation or software debugging (eg. PHP, Python, C++ and/or GO).
  • Communication skills in English.
  • Experience in communicating with technical and business audiences and writing technical documentation.


Preferred Qualification

  • BS/MS in Telecommunications, Computer Science or equivalent degree/experience
  • Experience in configuration and maintenance of applications such as web servers, load balancers, relational databases, storage systems and messaging systems


EOE

Facebook is proud to be an Equal 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. Facebook 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 accommodations-ext@fb.com.