Enterprise Operations aims to be the pre-eminent business service organization worldwide. We strive to deliver service excellence and provide tooling to allow our customers to build great teams in a connected workplace. Our team are passionate problem solvers who strive to deliver a first class customer experience for our family of work products. We are advocates for Meta's work suite of products. Our vision is to deliver enterprise grade support to our Meta for Work customers. Our goal is to build community at work and bring teams closer together by leveraging the superpowers of Meta in support. We are looking for a problem solver and a strong communicator. A team member who can learn quickly to develop a broad and technical understanding of our Meta for work products. We are seeking an innovative team member who can spearhead both business and technical improvements to enhance our customer experience. Someone who can influence stakeholders to drive resolutions and unpack complex issues. The ideal candidate is someone who has experience supporting enterprise grade products in a tier 2 or 3 environment.

Enterprise Technical Support Analyst Responsibilities:

• Drive resolution of complex technical issues raised by enterprise grade customers (account management, provisioning, SSO, integrations & APIs etc.)
• Promote proactive support by communicating and resolving issues before they arise for customers
• Deliver vendor training to ensure front-line support teams are prepared to assist customers with technical queries
• Support Tier 2 escalations and develop best practices to reduce vendor escalations
• Liaise with vendor management and team to monitor Tier 1 and 2 performance quality
• Collaborate with engineering teams to escalate and prioritize product bugs
• Raise customer feature request to improve Meta for Work products
• Build strong relationships with XFN partners to gather and analyze customer feedback
• Develop and maintain external customer self-serve scripts in Powershell or Python
• Prepare ticket data analysis to identify product and support improvement opportunities
• Communicate process and program changes via change management channels
• Conduct root cause analysis reports for major issues affecting Meta for work tools and platforms
• Drive process and workflow improvements with stakeholders to enhance customer experience

Minimum Qualifications:

• 4 years of experience in a technical support role, delivering 1:1 customer support for business/enterprise
• Experience and understanding of enterprise security: user/identity management (e.g. Active Directory), protocols (e.g. SAML and authentication flows), concepts (e.g. Single Sign On, Mobile Device Management), integration with cloud service providers (e.g., Azure, G-Suite), integrations with content partners (e.g. One Drive, Google Drive, DropBox, etc.), APIs (ie RestAPI, Webhooks) and mobile device application troubleshooting
• Effective technical troubleshooting skills and root cause analysis
• Hands-on and proactive approach to resolving customer issues
• Effective communicator with the experience explaining technical solutions to non-tech savvy audiences
• Superior communication skills to develop presentations and training resources
• Exhibit a balance of analytical and interpersonal skills which serves a variety of audiences, both internal and external
• High attention to detail high standard support and customer experience
• Demonstrated skills to multitask and prioritize in a fast-paced environment

Preferred Qualifications:

• 1 years of Project Management experience preferred or certification (e.g. PMP, Prince2, Agile)
• 1 years experience managing complex, critical escalations
• Interest in virtual reality and device understanding
• Live streaming technology knowledge

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.

Meta is proud to be an Equal Employment 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. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment.
Meta 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.