Business Support Engineer - BizAI

Meta recently launched its Business Agent, helping businesses of every size use AI to boost productivity and deliver more personalized customer experiences. Business Support Engineering will be at the forefront of this shift, and we’re looking for an engineer to play a pivotal role supporting Meta’s partners bringing deep experience in API development, debugging, and AI-driven solutions and a track record of improving end-to-end support experiences.

As a Business Support Engineer, you will work closely with cross-functional teams and business partners across the globe, incorporating AI-driven business solutions into their service offerings. You will track industry advancements and partner experiences, evaluating their impact and influencing the product's strategic roadmap.Responsibilities

Architect global troubleshooting methodologies and escalation frameworks to enhance the team's operational excellence and engineering standards

Co-Lead the team's AI-native technical strategy, driving large-scale adoption of AI tools to transform support workflows and value delivery

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

Develop performance monitoring systems for partner integrations to ensure high availability; leverage metrics to proactively identify issues and drive improvements across teams

Provide 24/7 oncall support coverage via rotation schedule (including weekends)

Partner with internal and cross-functional leadership to identify systemic support issues and influence roadmaps with data-driven proposals to eliminate root causes

Set technical communication standards, authoring reference architectures, and representing the team internally and externally

Manage complex, cross-functional programs while fostering continuous AI/ML learning within the team

Lead zero-to-one initiatives, anticipating future platform and partner needs

Minimum Qualifications

8+ Years of experience as Software engineering or Site Reliability Engineering background

Proven experience in API development on cloud-based infrastructures, being able to debug, identify root causes and resolve independently any outages that are impacting 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 optimizations of PyTorch models and with at least one LLM, such as LLaMA, GPT, Claude, Falcon, etc

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

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

Preferred Qualifications

Experience in partner-facing or customer-centric engineering roles

Experience adhering to and implementing responsible, ethical AI practices (e.g., risk assessment, bias mitigation, quality and accuracy reviews)

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

Demonstrated ability to integrate AI tools to optimize/redesign workflows and drive measurable impact (e.g., efficiency gains, quality improvements)

Experience collaborating in cross-cultural engineering environments with international stakeholders

Experience transforming data, model selection/training/optimization, and deployment at scale

Experience building cloud solutions on any cloud

Experience with Open Source cloud stacks like Kubernetes, Kubeflow, Docker containers

Demonstrated ongoing AI skill development (e.g., prompt/context engineering, agent orchestration) and staying current with emerging AI technologies