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Facebook Head of Developer Support Engineering in Juneau, Alaska

Intro:

Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities - we're just getting started.

Summary:

We are looking for an experienced manager to lead our global Developer Support Engineering team. 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:

  1. Lead a global team of highly talented individual contributors and managers in providing excellent scaled technical support services to empower businesses and our developer community to be successful on our developer platforms

  2. Ensure delivery of high quality support services to meet SLAs and KPI commitments to partners and the broader developer community

  3. Independently define and shape support strategy, ensuring alignment between support, product, and other cross-functional teams

  4. Builds cross-functional consensus on strategic direction, driving solutions to strategic problems on behalf of the team

  5. Key member in shaping broader organization strategy, promoting ideas and building a high performing team

  6. Responsible for long-term roadmaps and drives core vision for Developer Support Engineering

  7. Determine the direction of the global team by influencing key stakeholders, building consensus, and creating goals that further overall team objectives

  8. Present, advocate for, and influence outcomes for operational excellence with key stakeholders

  9. Navigates initiatives with multiple, complex moving parts (people and processes) across Facebook to move projects and programs forward

  10. Navigates sensitive and complex issues within team or cross-functional teams

  11. manages various complex moving parts using judgment, expertise and discretion

  12. addresses and resolves conflict in a way that strengthens relationships

  13. Build business cases to drive impactful change and improvements by using strong quantitative and qualitative insight derived from partner feedback and data

  14. Create an environment where the broader team is highly engaged, clear on expectations and feel supported

  15. Actively own and drive the teams professional development, be a mentor to both immediate team and broader organization

  16. Provide mentorship for those within the organization as well as cross-functional teams

Minimum Qualifications:

  1. Minimum 10 years of relevant work experience with 5+ years of experience leading highly technical teams with direct management responsibility, including managing other managers. The ideal candidate will have a solid technical background with proven track record of developing talent

  2. 2+ years of experience running support engineering services and operations

  3. Experience in leading highly complex projects from ideation to launch, including providing technical leadership, project management, and hands-on technical problem solving

  4. Experience in driving organization strategy, experience in fostering collaboration and strengthening relationships with cross-functional teams across the company

  5. Communication skills in English

Preferred Qualifications:

  1. Experience in leading customer facing technical services teams, especially Enterprise SaaS

Industry: Internet

Equal 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.

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