Technology Support Manager, CSI Ops Partnerships and Tech Team

(Menlo Park, CA)

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.

The CSI Ops Partnerships and Tech Team assists legal compliance, security and investigations (CSI) teams by providing deep technical solutions to highly complex and real world impacting problems. We manage the systems that power law enforcement response, transparency reporting as well as other front-line outreach and compliance functions. Our group is looking for an experienced technical support manager with a focus in operations and internal support. This manager will join a small team of project managers and support analysts. This individual will be expected to manage existing individual contributors and build a support platform capable of assisting multiple teams in real-time. The ideal candidate will be able to aid globally distributed groups at both basic and complex levels with technically oriented issues. The candidate should be able to demonstrate comfort in three areas, (1) building scalable solutions for issues and permission management, (2) triaging and tracking over 2-300 new issues per month and, (3) building a feedback loop by reviewing, updating documentation, and training to fill knowledge gaps. This is a hands-on management role that carries a healthy mix of management and individual contribution.

Responsibilities

  • Build and maintain a framework for receiving, triaging and responding to technically oriented requests in tight, often life impacting, timelines
  • Use your existing technical/IT/engineering experience to troubleshoot and resolve issues prior to reaching the development tier
  • Use your acquired knowledge of Facebook¹s systems and tools to develop and deliver tool-training presentations
  • Help devise, implement, and monitor tool usage and policies across all CSI operations
  • Work with internal partners to ensure adequate tool coverage prior to upcoming product releases
  • Manage internal tool matrices
  • Organize and manage CSI¹s tooling permissions framework
  • Serve as an escalation point for frontline analysts encountering systems difficulties
  • Work closely with frontline analyst to understand processing and operational needs
  • Manage our data analysis team

Minimum Qualifications

  • An understanding of the Facebook platform
  • B.S. in a technical discipline or equivalent experience
  • 6+ years technical support, help desk, or closely related experience
  • 2+ years in management
  • Ability to travel to both international and domestic locations
  • Prior experience in providing training and presentations
  • Effective at interacting with internal and cross-functional stakeholders across Operations, Product, Policy, and Training
  • Objective judgment and ethical standards
  • Practical experience with the Microsoft Office Suite, (Excel, Power Point, Word)
  • Ability to multitask and work in an unstructured environment of fast growth and ambiguity
  • Communication skills

Preferred Qualifications

  • Prior engineer/IT/coding experience
  • Project management experience

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