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Developer Support Analyst IV
Ref No.: 20-04226
Location: Menlo Park, California
Developer Support Analyst IV
Facebook
Dept:
AI Infrastructure
Location: 1 Hacker Way, Menlo Park, CA 94025 (remote)
Duration: 1-year contract (w/ potential for extension/conversion)
Start/End: 9/28/2020 - 9/28/2021
Benefits & PTO

JOB DUTIES:
  • Solutions expert providing technical support to application developers regarding the companies API technology, new applications, and bug fixes to gain customer confidence and empathy.
  • Respond to and triage support questions and support requests from Facebook engineers and FBLearner Flow users.
  • Communicate and escalate issues to the proper engineering teams or owners for resolution
  • Use Facebook data tools to investigate problems and correlate them to release events or code rollouts
  • Extract relevant information from log files and other sources to identify owners or root causes
  • Follow up with urgency on incoming customer support cases and train customers on product lines and capabilities.
  • Build strong rapport with customers and prospects by communicating solutions to various technical issues.
  • Educate and train customers on existing product capabilities and documentation through scheduled conference calls, and demos.
  • Using the ticket management system to manage cases and document thoroughly.
  • Develop relationships with technical points of contact from customers.
  • Work with product management and deliver customer feedback for development and sales functions.
  • Maintain support documentation, and add to the creation knowledge base articles and updating of technical documentation.
  • Possesses strong understanding of programming concepts and Application Programming Interfaces (APIs).
  • Outstanding problem solving using standard Root Cause Analysis approach.

QUALIFICATIONS:
  • Professional experience in customer service, help desk, support or other technical roles
  • Basic fluency in Python and PHP
  • Experience navigating API documentation and constructing API queries and system rules to achieve customer requirements.
  • Ability to rapidly assess, analyze and resolve or troubleshoot issues and distill into clear and concise communications
  • Ability to work in a complex ecosystem with many layers of systems, services and tools
  • Support a rotating engineering on-call support schedule
  • Ability to think critically and problem-solve
  • Excellent organizational and time management skills
  • Results-oriented, self-directed, and inquisitive
  • Strong attention to detail and a desire to deliver accurately, efficiently, and to a high standard
  • Ability to work collaboratively and independently while managing multiple projects, assignments and/or responsibilities
  • Highly motivated with the ability to thrive in a fast-paced, high energy, and demanding team-oriented environment
  • Authorization to work in the U.S. without sponsorship
PREFERRED QUALIFICATIONS:
  • Interest in building experience and knowledge for a full-time software development role
  • Associates or technical degree
  • Graduation from a coding academy or equivalent experience
  • Basic fluency in C++ and familiarity with basic development tools
PRESCREEN QUESTION (MUST BE INCLUDED IN RESUME)
"Python and multi-threading. Is it a good idea? List some ways to get some Python code to run in a parallel way.”