DSS SUPPORT ENGINEER

1. Respond to and triage support questions and support requests from Facebook engineers

2. Follow internally developed support processes and workflows

3. Communicate and escalate issues to the proper engineering teams or owners for resolution

4. Use Facebook data tools to investigate problems and correlate them to release events or code rollouts

5. Extract relevant information from log files and other sources to identify owners or root causes

6. Apply basic debugging tools and techniques to clarify issues and add relevant information for owners

7. Effectively communicate resolutions and workarounds

8. Write basic tools and test cases to improve the speed and quality of support

Senior DSS, in addition to the DSS,

1. Extract information from log files, use data tools and apply debugging skills as needed

2. Work with technical writers to improve documentation in areas covered by support

3. Produce reports for leadership with data on performance of the program

4. Assist with scaling the program to new areas, onboarding new hires and measuring success

5. Explore new support areas with experimental, limited-scope engagements

6. Develop training and mentorship programs to support the DSS team

Principal DSS, in addition to the DSS, and Senior DSS,

1. Analyze and reproduce failures and reported issues and debug them to provide extra information for root causing

2. Validate if there is a bug and, if so, follow up with the appropriate Engineering team with the additional information gathered

above

3. Aggregate and document issues that share a common root cause

4. Identify and escalate regressions in the code repository

5. Champion user support issues and advocate for fixes

6. Provide insights and suggestions on product development and the product roadmap; contribute to product development

plan

Job Type: Full-time

Salary: $60,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Schedule:

• 8 hour shift

Supplemental pay types:

• Bonus pay

Education:

• Bachelor's (Preferred)

Work Location: One location

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