Mobile Operator Support Engineer

Facebook Sunnyvale , CA 94085

Posted 2 days ago is an important part of a global Connectivity initiative dedicated to making affordable Internet access available to the two thirds of the world not yet connected. Making the Internet available to every person on earth is a problem too large and too important for any one company, group, or government to solve alone.'s partners have come together to meet this goal because they believe in the power of a connected world. By joining our team, you will have a unique opportunity to be part of this initiative by connecting and engaging with connectivity partners and mobile operators globally to empower and help them create new business models that will allow us to offer more affordable Internet to the unconnected. As a Mobile Operator Support Engineer, you will be providing technical support to Facebook's connectivity partners to help them to configure and maintain their products and campaigns.

You will also have the opportunity to work together with them and our diverse cross-functional teams, to ensure high quality of our products and a satisfactory experience for our partners' customers. We work directly with Platform and Infrastructure teams to investigate and resolve issues reported by our partners, to properly assess and agree on actions to be taken for necessary fixes, and continuous improvements in our products and deployments. This role supports a broad range of partners across APAC, EMEA and LATAM to integrate affordable basic Internet services including Facebook into their mobile offerings.

Mobile Operator Support Engineer Responsibilities

  • Work together with our connectivity partners, like Mobile Operators and ISPs, to help them to deploy Facebook Connectivity products (Like Express Wifi) , and Facebook's special pricing offerings on their networks. This includes providing remote support for a variety of scenarios like deploying and testing VPN connections, Header Enrichment, Special Pricing configurations, manage the technical relationship with the partners, provide remote technical support and handle service outages from our office in Singapore

Provide continuous proactive and reactive technical support to Mobile Operators through a scaled ticketing system while ensuring a high level of satisfaction from our service. This includes troubleshooting partners' technical issues in real-time in cooperation with their engineering and second level operations teams, while also working with Facebook's internal technical teams to resolve those issues

Build and maintain proactive monitoring systems to ensure all Mobile Operator integrations are highly available

Convey and consolidate partners' feedback and sentiments about our products and work together with our cross-functional teams to define and take the best action to improve users' experiences with our products

Help scaling programs by creating and maintaining informative content and documentation that can be used by our partners to help them integrate with Facebook's infrastructure

Provide 24x7 on-call support coverage via on call rotation schedule (during working hours) including weekends

Minimum Qualifications

  • 5+ years of experience as a Support Engineer, Service Engineer, VAS engineer, Packet core/Network/IP Engineer (or similar) in the telecommunications space

BA/BS in Engineering, Telecommunications, Computer Science or equivalent degree/experience

Experience understanding of standard IT infrastructures, capabilities and network protocols on different layers (OSI layer model

  • IP, TCP, UDP, SCTP, HTTP, SMPP, GTP), including packet core features (SSGSN , MME, SGW, PGW, GGSN, PCEF, PCRF, DPI), BSS infrastructures for provisioning and charging (online/offline charging, mediation)

Proven communication experience in English, including creating technical documentation

Preferred Qualifications

  • Understanding of IT infrastructures (distributed, high available real-time infrastructures) and network protocols on different layers (OSI layer model
  • IP, TCP, UDP, SCTP, HTTP, SMPP, GTP) preferred with knowledge of different data exchange formats, protocols and common telecom infrastructure APIs in general

Unix/Linux experience

Scripting experience

Programming/Software debugging experience

Experience on deploying software in highly automated fashion into public (AWS, Google) or private cloud infrastructures and Unix/Linux experience

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.

Facebook is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at

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Mobile Operator Support Engineer