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Developer Support Specialist (9034015)

  • Respond to and triage support questions and support requests from Facebook engineers
  • Follow PDS-developed support processes and workflows
  • 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
  • Apply basic debugging tools and techniques to clarify issues and add relevant information for owners
  • Effectively communicate resolutions and workarounds to engineers, PDS and management
  • Write basic tools and test cases to improve the speed and quality of support
  • Graduation from a coding academy or equivalent experience
  • Professional experience in customer service, help desk, support or other technical roles
  • Basic fluency in PHP, JavaScript, or Python, familiarity with basic development tools
  • Ability to rapidly assess, analyze and resolve or troubleshoot issues and distill into clear and concise communications
  • Quick learner and adaptable to learn new products, processes, concepts, and skills
  • Ability to work in a complex ecosystem with many layers of systems, services and tools
  • Work onsite from Monday through Friday
  • Support a rotating engineering on-call support schedule
  • Fluency in English
  • Ability to work weekends and on-call as may be required

 

  • Associates or technical degree
  • Graduation from a coding academy or equivalent experience
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