Business Support Engineer - Meta Business Agents

Role Overview

Meta has introduced its Business Agent platform that utilizes artificial intelligence to enhance productivity and deliver more personalized customer experiences for businesses of various sizes. As a Business Support Engineer, you will be instrumental in supporting Meta's partners by leveraging your expertise in distributed systems and API troubleshooting, focusing on enhancing the comprehensive support journey.

Key Responsibilities

• Provide both proactive and reactive technical support for partners, efficiently handling complex outage events to maintain high satisfaction levels.
• Diagnose and resolve issues in expansive distributed systems and partner integrations by performing debugging, conducting root cause analyses, and implementing improvements.
• Employ AI technologies to streamline troubleshooting processes, automate routine tasks, and amplify effectiveness with an AI-first approach.
• Design, deploy, and optimize AI-driven solutions leveraging Llama and other large language models, managing the entire development lifecycle from concept to production.
• Implement performance monitoring mechanisms for partner integrations to ensure continuous reliability and availability.
• Use metrics proactively to identify system issues and drive cross-team enhancements.
• Participate in a 24/7 on-call rotation, including weekend support schedules.
• Work collaboratively with Platform and Infrastructure teams to investigate systemic problems, coordinate fixes, and promote ongoing product refinement.
• Produce clear technical documentation, specifications, guides, and presentations to explain complex AI concepts to varied audiences, facilitating internal and external team knowledge sharing.
• Manage comprehensive project execution, balancing stakeholder expectations with sound judgment and clear communication; also contribute to team growth by mentoring engineers on technical issue resolution and project delivery.

Minimum Qualifications

• Bachelor’s degree in Computer Science, Computer Engineering, or a related technical discipline, or equivalent practical experience.
• Over five years of professional experience in Software Engineering or Site Reliability Engineering roles.
• Demonstrated skills in API development within cloud environments, capable of identifying root causes and independently resolving partner-impacting outages.
• Proficiency across the full web technology stack, including REST APIs, Python, PHP/Hack, JavaScript/React development, along with experience in debugging and managing software bugs.
• Experience in fine-tuning and optimizing PyTorch machine learning models and working with at least one large language model such as LLaMA, GPT, Claude, or Falcon.
• Competence in communicating technical information effectively to both technical and business stakeholders, including producing technical documentation.
• Skill in analyzing and resolving operational issues through data-driven techniques such as SQL queries.
• Professional fluency in English to ensure effective collaboration with global partners and customers.

Preferred Qualifications

• Background in customer-facing or partner-oriented engineering roles.
• Experience in adopting responsible AI practices including risk assessment, bias reduction, and quality assurance processes.
• Knowledge of data transformation, model selection, training, optimization, and scaling AI deployments.
• Hands-on experience with large language models and AI agents.
• Ability to collaborate successfully with geographically dispersed, multicultural teams and stakeholders.
• Proven track record integrating AI tools to optimize workflows and achieve measurable efficiency and quality improvements.
• Experience deploying solutions on major cloud platforms such as AWS, GCP, or Azure.
• Familiarity with Open Source cloud tools including Kubernetes, Kubeflow, and Docker containers.
• Commitment to ongoing AI skill advancement, such as prompt engineering and agent orchestration, keeping current with emerging AI trends.

About Meta

Meta develops technologies that connect people, foster communities, and grow businesses globally. Originating from Facebook, Meta’s technologies such as Messenger, Instagram, and WhatsApp have transformed digital connections. The company is also pioneering immersive social technologies through augmented and virtual reality. Employees at Meta contribute to a visionary future that transcends traditional digital, spatial, and physical boundaries.

Additional Information

Compensation varies by skills, qualifications, experience, and location and reflects base pay only, excluding bonuses, equity, or sales incentives. In addition to base compensation, Meta provides a benefits package.