Facebook Technology Support Manager, CSI Ops Partnerships and Tech Team in Menlo Park, California

Intro:

Facebook's mission is to give people the power to share, and make the world more open and connected. Through our growing family of apps and services, we're building a different kind of company that helps billions of people around the world connect and share what matters most to them. 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 make the world more open and accessible. Connecting the world takes every one of us—and we're just getting started.

Summary:

The Compliance, Security and Investigations Operations Team assists legal other 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 and 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 and will be expected to manage existing roles in addition to individual contributions. 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, tracking over 2-300 new issues per month and, (3) building a feedback loop by providing reviewing and updating documentation & training to fill knowledge gaps. This is a hands-on management role that carries a healthy mix of management and individual contribution.

Required Skills:

  1. Build and maintain a framework for receiving, triaging and responding to technically oriented requests in a tight, often life impacting, timelines

  2. Use your existing technical/IT/engineering experience to troubleshoot and resolve issues prior to reaching the development tier

  3. Use your acquired knowledge of Facebook¹s systems and tools to develop and deliver tool-training presentations

  4. Help devise, implement and monitor tool usage and policies across all LERT operations

  5. Work with internal partners to ensure adequate tool coverage prior to upcoming product releases

  6. Manage internal tool matrices

  7. Organize and manage LERT¹s tooling permissions framework

  8. Serve as an escalation point for frontline systems difficulties

  9. Work closely with frontline analyst to understand processing and operational needs

  10. Manage our data analysis team

Minimum Qualifications:

  1. An understanding of the Facebook platform

  2. B.S. in a technical discipline or equivalent experience

  3. 6+ years technical support, help desk or closely related experience

  4. 2+ years in management

  5. Ability to travel to both international and domestic locations

  6. Prior experience in providing training and presentations

  7. Effective at interacting with internal and cross-functional stakeholders across Operations, Product, Policy and Training

  8. Objective judgment and ethical standards

  9. Practical experience with the Microsoft Office Suite, (Excel, Power Point, Word)

  10. Ability to multitask and work in an unstructured environment of fast growth and ambiguity

  11. Communication skills

Preferred Qualifications:

  1. Prior engineer/IT/coding experience

  2. Project management experience

Industry: Internet

Equal Opportunity: As part of our dedication to the diversity of our workforce, Facebook is committed to Equal Employment Opportunity without regard for race, color, national origin, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity, or religion. We are also 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 accommodations-ext@fb.com or you may call us at 1+650-308-7837.