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Mobile Operator Support Engineer

Company Facebook
Location Menlo Park, CA
Update 8 Day ago
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. 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.’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 Engineer you will be providing technical support to Facebook's mobile operator partners to help them deploy and maintain their special pricing campaigns, while also helping them to ensure a high quality experience to their subscribers. You will also work with the Infrastructure team to analyze and resolve the issues reported by Operators and evaluate possible improvements in the infrastructure deployments. The role is based out of our Menlo Park office and works with a broad range of Mobile Operators across APAC, EMEA and LATAM to integrate affordable basic Internet services including Facebook into their mobile offerings. Work closely with our Mobile Operator partners to help them deploy both as well as Facebook's special pricing offerings onto their mobile network. This includes remotely supporting the Mobile Operator's deployment and testing of VPN connections, Header Enrichment, Special Pricing configurations and SMSC Binds from our office in Menlo Park, California.
Provide ongoing reactive technical support to Mobile Operators through a scaled ticketing system while ensuring a high quality of service. This includes troubleshooting partner's technical issues in real-time in cooperation with their engineering and 2nd level operations teams and working with Facebook's internal technical teams on resolving those issues.
Build and maintain proactive monitoring systems to ensure all Mobile Operator integrations are highly available.
Communicate partner needs to the Facebook product team to improve people’s experiences with our products.
Help scale programs by writing documentation and other materials that can be used by Operators to help them integrate with Facebook infrastructure. Previous experience as a Support Engineer, Service Engineer, IP Engineer, Packet core Engineer or Network Engineer (or similar) in the telecommunications space.
BA/BS in Engineering, Computer Science or equivalent degree/experience.
3+ years of experience in the telecommunications industry.
Understanding of standard operator infrastructure, capabilities and network protocols, especially packet core infrastructure (2G/3G and 4G), service (VAS) infrastructures, GGSN, SGSN, BSS infrastructures for provisioning and charging (online/offline charging, mediation), advanced packet core features (PCRF, DPI).
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, Diameter, MAP, CAMEL).
Relocation assistance available for valid visa holders. 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 or you may call us at 1+650-308-7837.