• Video Infrastructure Operations Regional Engineer

    Meta (Burlingame, CA)


    Summary:

    Meta Platforms, Inc. (Meta), formerly known as Facebook Inc., builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps and services like Messenger, Instagram, and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. To apply, click “Apply to Job” online on this web page.

    Required Skills:

    Video Infrastructure Operations Regional Engineer Responsibilities:

    1. Engineer Meta’s audio, visual, videoconferencing and collaboration services.

    2. Work with multiple cross-functional teams to ensure comprehensive support of Meta’s VC Environment and supported services.

    3. Create stable reliable processes for repeatable and successful customer support.

    4. Interface with and support C-level executives with any and all issues around call quality and when necessary provide white-glove support.

    5. Ensure the highest levels of customer service in a collaborative environment with a keen focus on helping people resolve issues and problems.

    6. During escalations, timely engage cross functional partners and work collaboratively with high-level managers and teams.

    7. Communicate clearly and proactively throughout the customer's experience until resolved.

    8. Oversee the work of contractors and vendors working on the AV-VC systems, including signing-off on break-fix repairs, upgrades, or new build installations.

    9. Ensure the quality and consistency of videoconferencing service in the region.

    10. Observe and comply with company policies and procedures in compliance with organizational aims and objectives.

    11. Utilize the trouble-ticket system to manage, track, and resolve assigned tickets.

    12. Follow SLA guidelines for response promptness to all tasks.

    13. Understand and use data quality tools.

    14. Analyze call quality and perform debugging.

    15. Communicate With onsite teams to test and prepare physical space as well ensure quality of multipoint calls.

    Minimum Qualifications:

    Minimum Qualifications:

    16. Requires 7 years of work experience in the job offered or an engineering-related occupation.

    17. Requires 5 years of experience in each of the following:

    18. 1. Experience supporting video conferencing technologies, such as Cisco - VCSE/VCSC/UCM, WebEx, Polycom, Zoom, or Bluejeans

    19. 2. Working in a service measurement and KPI capacity to drive and create data visualizations, including dashboards and presentations

    20. 3. Utilizing deep network and collaboration technologies, such as CCNA Collaboration or CTS AV

    21. 4. Senior level C-suite escalation resolution for audio, visual, video conferencing and collaboration services

    22. 5. Interpreting data tools and logs from video conference infrastructure and endpoints

    23. 6. Developing proactive monitoring and alerting mechanisms

    24. 7. Writing SQL Queries across multiple tables

    25. 8. Constructing informative BI dashboards using tools, such as Tableau

    26. 9. Utilizing backend voice and video protocols, such as SIP and H323

    Public Compensation:

    $191,649/year to $199,430/year + bonus + equity + benefits

    **Industry:** Internet

    Equal Opportunity:

    Meta is proud to be an Equal Employment 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. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment.

     

    Meta is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at [email protected].