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Payment Partner Support Engineer

Facebook

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Job Summary


Job Type
Permanent

Seniority
Mid (3-5 yrs)

Years of Experience
At least 5 years

Tech Stacks
Objective C
API
Strategy
Combine
UNIX
Ruby
Swift
C++
C#
PHP
Linux
Python
Java

Job Description


Payment Partner Support Engineering (PPSE) is looking for a Support Engineer to join our team in our Singapore office, with a focus on supporting the Indian market. PPSE is a highly technical team that works with external payment partners, and internal cross functional Engineering, Operations and Partnerships teams to monitor and support Facebook’s payments integrations. In this unique role, you will use your technical and support skills to drive value for our partners and for Facebook. Our ideal candidate will combine engineering and support skills with an interest in online payments and financial services. They will ensure that managed services and support flows between Facebook and its strategic partners are successfully maintained. Payments are a key part of our mission to build community and bring the world closer together. Our payment systems underpin over $25 billion of Facebook's revenue, enabling multiple products and platforms to offer end to end transaction capabilities. The successful candidate will join a small and growing team with the unique opportunity to help define and execute Facebook's strategy for Payments in the region.

Responsibilities

  • Works with our payment partners, and cross functional teams, to integrate and maintain Facebook's connections to partners payment networks
  • Provides ongoing integration monitoring and technical support to payment partners/processors through a scaled ticketing system. Ensures a high quality of service, troubleshooting partner’s technical issues in real-time, in cooperation with their engineering teams, and Facebook's internal technical teams, to resolve payment service issues
  • Builds and maintains automated monitoring systems to ensure high availability of payments services
  • Communicates partner needs to the Facebook product team, to improve people’s experiences with our products
  • Helps scale programs by drafting documentation and other materials that can be used by our partners to integrate with Facebook infrastructure, presenting cross-­functional and global context
  • Provides on-call support coverage via on call rotation schedule including weekends
  • Works with cross functional teams to deliver impactful results, through data based root cause analysis
  • Contributes effectively in decision-making meetings with other leads by providing thoughtful ideas and proposals on matters of importance, building trust in high pressure situations
  • Proactively and independently analyzes information to identify specific trends/opportunities, recommends appropriate and relevant tactical improvements, anticipating future business needs to improve the overall support experience and shares this knowledge across the team
  • Lead and complete several concurrent complex projects while using your problem-solving skills to resolve large business problems
  • Regularly frames and considers issues within the larger scope and goals of the team and translates them into actionable insights that have key business impact
  • Independently thinks through execution from end-to-end, and uses judgment to understand how actions may impact other stakeholders and communicates in advance
  • Effectively manages key relationships with multiple cross functional partners, demonstrating leadership by facilitating communication of the team and nurturing strong cross functional relationships
  • Be recognized and known as an expert across the global team and company on a particular topic. Regularly coaches others through projects and/or initiatives, from initial problem scoping, to methodology and project management
  • Confidently and constructively challenges priorities and/or the direction of a certain project. Identifies areas where we can pause, remove roadblocks or stop pieces of work and/or re-prioritize resources
  • Consistently delivers constructive feedback to peers in a way that strengthens relationships and enables projects to advance more quickly while motivating and uniting the team to achieve common goals
Minimum Qualification

  • Bachelor in Computer Engineering, Computer Science, or Information Technology
  • 5+ years of experience as a Technical Support Engineer, Site Reliability Engineer or similar
  • Experience in one or more of the following languages: PHP, Python, Ruby, Objective-C/C++, Swift, Java, or C#
  • Experience with system administrations and scripting under Unix/Linux systems
  • Experience in working/troubleshooting with networking protocols (HTTPS, API, REST, VPN’s)
  • Understanding of relevant payment technologies in India (Eg: UPI, NetBanking, RuPay, IMPS, etc) is a must.
  • Experience working with banks (State Owned and Private) and fin-tech partners in India
  • Understanding of common payment security and compliance practices in India.

Preferred Qualification

  • Experience in the payment processing and/or banking industry
  • Technical understanding of online payment processing flows (Merchants, Acquirer Banks, Issuers bank)

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