Business Support Engineer - AdTech

Meta•Menlo Park, CA

1d•$171,000 - $240,000

About The Position

Meta is seeking an experienced Business Support Engineer to shape the technical support experience for its advertising partners, customers, and clients globally. The role leads engineering strategy for partner integrations across Meta Ads products and works with Platform and Infrastructure teams to investigate and resolve complex partner issues. It drives systemic improvements to support frameworks, informs product roadmaps with data-driven insights, and sets technical direction for a global team specializing in Meta’s AdTech ecosystem. The position calls for expertise in API integrations, cloud infrastructure, and AI-native tooling to identify and eliminate root causes of partner-impacting issues at scale. The engineer will lead global troubleshooting and escalation practices, advance the use of AI and LLM-based tools in support workflows, and design AI architectures for support automation from prototype through production. The role also establishes monitoring for partner integrations, develops technical communication standards, launches scalable support infrastructure for new products, provides on-call coverage through a rotation, mentors engineers, and manages cross-functional programs across business areas and regions.

Requirements

Bachelor's degree in Computer Science, Computer Engineering, a relevant technical field, or equivalent practical experience.
8+ years of experience as a software engineer or site reliability engineer.
Proven experience developing APIs on cloud-based infrastructure and independently debugging, identifying root causes, and resolving outages affecting Meta Partners.
Experience with the full web stack, REST APIs, Python, PHP, and JavaScript/React development, including debugging and bug management.
Experience working with large language models or AI-based tooling in a production or applied context.
Experience communicating with technical and business audiences and writing technical documentation.
Experience assessing, analyzing, and resolving operational issues using data analysis, including SQL.

Nice To Haves

Experience with AdTech platforms, advertising APIs, or business messaging integrations, and familiarity with Meta Ads or Business Products.
Experience fine-tuning, optimizing, and deploying PyTorch-based models or LLM-powered agents at production scale.
Experience with open-source cloud infrastructure tooling such as Kubernetes, Docker, or Kubeflow in a partner integration or support engineering context.
Ongoing AI skill development, such as prompt/context engineering or agent orchestration, and staying current with emerging AI technologies.
Track record of integrating AI tools to redesign support workflows and deliver measurable organizational efficiency or quality improvements.
Experience implementing responsible and ethical AI practices, such as risk assessment, bias mitigation, and quality and accuracy reviews.

Responsibilities

Architect and own global troubleshooting methodologies, escalation frameworks, and engineering standards for the Business Support Engineering organization.
Lead the team's AI-native technical strategy and adoption of AI and LLM-based tools to transform partner support workflows and accelerate issue resolution.
Design, build, and optimize AI architectures using large language models, owning the lifecycle from prototype to production deployment for support automation.
Define and implement performance monitoring systems for partner integrations across Meta Ads and Business Messaging platforms, using metrics to surface and resolve systemic issues.
Partner with Product, Infrastructure, and Partnership leadership to identify root causes of recurring partner issues and influence product roadmaps with data-driven proposals.
Establish technical communication standards, author reference architectures and integration guides, and represent the engineering organization in partner-facing and internal executive forums.
Lead zero-to-one initiatives and design scalable support infrastructure for new Meta business product launches and partner integration patterns.
Provide on-call support via a rotation schedule for partner-impacting incidents across global time zones.
Mentor and develop engineers, set technical direction, and foster continuous learning in AI, ML, and AdTech.
Manage cross-functional programs spanning multiple business areas and align regional offices and partnership teams to deliver consistent global partner experiences.