Facebook Mobile Operator Support Analyst in Menlo Park, California


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.


Internet.org (http://internet.org/) is a global 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 goal too large and too important for any one company, group, or government to solve alone. Internet.org’s partners have come together to meet this challenge because they believe in the power of a connected world. This role is an opportunity to be part of this initiative by working with global operators on creating new business models to bring affordable Internet to the unconnected.

As a Mobile Operator Support Engineering Analyst, you will be working closely with Mobile Operator Support Engineers, providing support to Facebook's mobile operator partners, helping them to ensure a high quality experience to their subscribers. You will also work with other engineering teams to optimize and improve existing processes, communicate with mobile operator partners constantly and evaluate possible improvements in the infrastructure deployments and processes. The role is based out of our Menlo Park, California office and works with a broad range of Mobile Operators across APAC, EMEA and LATAM, helping them to integrate affordable basic Internet services including Facebook into their mobile offerings.

Required Skills:

  1. On-board new Mobile Operators to the Mobile Partner Portal (MPP)

  2. Review and apply setting changes requested by Mobile Operators covering: Mobile operator profile settings, MCC-MNC, Carrier IPs, ASN and MPP user configuration

  3. Proactively reach out to Partner Mobile Carriers to ensure updated Facebook IP lists are applied correctly on the Mobile Operator’s systems

  4. Monitor and maintain the I.org (http://i.org/) Mobile Operator SIMs used for Zero Rating testing that includes full SIM lifecycle management through commissioning, recharging and issue management on different testing platforms

  5. Coordinating occasional Mobile Operator outreach in relation to specific team projects that can include call scheduling, configuration testing and general configuration audits

  6. Working with MOSE Engineering team to manage and maintain CMS content for powering FAQs and docs on the MPP

  7. Identify complex problems and implement scalable solutions to resolve them

  8. Continually reevaluate Facebook systems and processes and drive improvements where necessary

Minimum Qualifications:

  1. 2+ years experience providing customer or enterprise support in a technical environment

  2. Knowledge of Networking protocols (TCP/IP) and Mobile network operations

  3. Experience executing standard workflows

  4. Critical thinking experience related to process optimization

  5. Experience communicating with internal/external clients

Preferred Qualifications:

  1. Experience providing support in a telecommunications environment

Industry: Internet

Equal Opportunity: Facebook is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. 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.