Business Support Engineer - Meta Business Agents

Meta recently launched its Business Agent, helping businesses of every size use AI to boost productivity and deliver more personalized customer experiences. As a Business Support Engineer, you will support Meta's partners bringing demonstrated experience in distributed systems and API troubleshooting and a focus on improving the end-to-end support experience, working with cross-functional teams and business partners across the globe.

Responsibilities

• Provide proactive and reactive engineering support for partners, independently managing complex outages to ensure high partner satisfaction

• Troubleshoot large-scale distributed systems and partner integrations, championing operational excellence and engineering craftsmanship

• Leverage AI tools to accelerate troubleshooting, automate repetitive tasks, and scale your impact with an 'AI native' mindset

• Build, launch, and optimize AI solutions using Llama and other LLMs, owning the full lifecycle from prototype to production

• Develop performance monitoring systems for partner integrations to ensure high availability and use metrics to proactively identify issues

• Provide 24/7 on-call support coverage via rotation schedule, including weekends

• Collaborate with Platform and Infrastructure teams to investigate issues, align on fixes, and drive continuous product improvement

• Create clear documentation, specs, guides, and presentations to communicate complex AI concepts to diverse audiences

• Drive end-to-end execution, manage stakeholder expectations, and coach and mentor peers on technical troubleshooting and project execution

Minimum Qualifications

• Software engineering or Site Reliability Engineering background

• Experience in API development on cloud-based infrastructures, able to debug, identify root causes, and independently resolve outages that impact Meta partners

• Experience with the full web stack, REST APIs, Python, PHP/Hack, and JavaScript/React development, along with debugging and bug management

• Knowledge of fine-tuning and optimizing PyTorch models and at least one LLM such as LLaMA, GPT, Claude, or Falcon

• Experience communicating with technical and business audiences and writing technical documentation

• Experience assessing, analyzing, and resolving operational issues using data analysis (SQL)

• Fluency in English is required as this role works closely with internal stakeholders and external customers

Preferred Qualifications

• Experience building and deploying solutions on cloud platforms (e.g. AWS, GCP, Azure)

• Experience implementing responsible, ethical AI practices (risk assessment, bias mitigation, quality and accuracy reviews)

• Experience with open source cloud stacks like Kubernetes, Kubeflow, and Docker containers

• Demonstrated ongoing AI skill development (prompt/context engineering, agent orchestration)

• Demonstrated ability to integrate AI tools to optimize workflows and drive measurable impact

• Hands-on experience working with large language models and AI agents

• Experience collaborating with engineering teams and stakeholders across multiple regions and time zones

• Experience in partner-facing or customer-centric engineering roles