Vacancy expired!
DSS SUPPORT ENGINEER1. Respond to and triage support questions and support requests from Facebook engineers2. Follow internally developed support processes and workflows3. Communicate and escalate issues to the proper engineering teams or owners for resolution4. Use Facebook data tools to investigate problems and correlate them to release events or code rollouts5. Extract relevant information from log files and other sources to identify owners or root causes6. Apply basic debugging tools and techniques to clarify issues and add relevant information for owners7. Effectively communicate resolutions and workarounds8. Write basic tools and test cases to improve the speed and quality of supportSenior DSS, in addition to the DSS,1. Extract information from log files, use data tools and apply debugging skills as needed2. Work with technical writers to improve documentation in areas covered by support3. Produce reports for leadership with data on performance of the program4. Assist with scaling the program to new areas, onboarding new hires and measuring success5. Explore new support areas with experimental, limited-scope engagements6. Develop training and mentorship programs to support the DSS teamPrincipal 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 causing2. Validate if there is a bug and, if so, follow up with the appropriate Engineering team with the additional information gatheredabove3. Aggregate and document issues that share a common root cause4. Identify and escalate regressions in the code repository5. Champion user support issues and advocate for fixes6. Provide insights and suggestions on product development and the product roadmap; contribute to product developmentplan
Vacancy expired!