Developer Support Engineering Manager (NORAM)
Vacancy expired!
Summary: We are looking for an experienced manager to lead a talented team of support engineers in our North America office. The primary focus of the team is to investigate and help resolve issues that are reported from the developer community and specific partners around the world. This is a fast-paced operational role which requires excellent business acumen, strategic problem solving, creativity, and technical aptitude. You’ll leverage your track record of success in leading engineering support services and focus on evolving how Facebook provides scaled engineering support for developers, businesses and organizations globally.Required Skills: Developer Support Engineering Manager (NORAM) Responsibilities:Lead a team of support engineers in NORAM. Actively own and drive the teams professional development - mentor to both immediate team and broader organization
Create an environment where the broader team is highly engaged, clear on expectations and feel supported
Independently define and shape support strategy, ensuring alignment between support, product, and other cross-functional teams
Become an expert in our products, our developers and their needs by providing effective technical consultation - ensure standards of service and operational efficiency are constantly being improved
Manage technical and product issues and escalations, delivering the highest level of developer satisfaction
Work with cross functional teams to deliver high impact results - comfortable presenting in cross-functional and global context
Own insights from the team to help drive future changes - proactively shares findings and learnings at a global level
Leads and completes several complex to highly complex projects including mentoring others on team through their projects
Navigates sensitive and complex issues within team or cross-functional teams - manages various complex moving parts using judgment, expertise and discretion - addresses and resolves conflict in a way that strengthens relationships
Navigates initiatives with multiple, complex moving parts (people and processes) across Facebook to move projects and programs forward
Identifies interdependencies across teams ensuring everyone solves problems consistently by clarifying roles and issues - tackles complex problems end to end that have significant business impact, not just within immediate scope
Contributes to decision making with thoughtful ideas and proposals - articulates business problems effectively by providing context and rationale for key decisions
Generates leverage by making other people on the team (peers & those beyond direct team) successful
Minimum Qualifications: Minimum Qualifications:Bachelor’s degree in Computer Science or related field
Minimum 8 years of industry experience with 3+ years of experience in people management, including managing other leads or managers. The ideal candidate will have a solid technical background with proven track record of developing talent
Experience in driving organization strategy, fostering collaboration and strengthening relationships with cross-functional teams across the company
2+ years of experience running support engineering services and operations
Experience leading a highly complex projects from ideation to launch, including providing technical leadership, project management, and hands-on technical problem solving
Preferred Qualifications: Preferred Qualifications:Experience in customer facing technical services roles (e.g. Enterprise SaaS)
Familiarity with the Facebook Platform
Industry: InternetEqual Opportunity: 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.
Vacancy expired!