Production Engineer IV
Spectraforce
US
Remote
4 hours ago
Job Description
Production Engineer IV
12 months
Remote
Summary:
The Developer Support Engineer works within the Developer Ecosystem Success organization to help developers through scaled service delivery & operations. We combine deep expertise in our products with operational and analytical skills to design and manage scalable processes that support all developers across Quest, VR, Wearables, 2D, Horizon Worlds and Horizon Worlds mobile experiences. As part of the DES organization, the Developer Support Engineers are technically savvy, creative problem solvers and life-long learners who strive to provide the best possible service to our developers. A live ops engineer is the most similar role in comparison.
Responsibilities
Develop and maintain deep technical knowledge of the Horizon OS and Horizon World platforms, features and tools
Manage escalation queue of second and third level triage of inbound developer questions
Prioritize, investigate, and debug technical issues efficiently, escalating to SMEs when necessary
Communicate technical resolutions, workarounds, and product confusions effectively to internal SMEs and external developers
Stay up-to-date on new developer-facing products as well as internal tools and systems
Evangelize technical developer support efforts across the organization, promoting best practices and knowledge sharing
Identify opportunities to optimize and automate workflows, implementing process improvements
Assist with KPI implementation, tracking, and reporting, utilizing data to drive decision-making
Perform retrospectives, developing training materials and runbooks to enhance the knowledge base.
Skills
Experience working in a fast paced environment (live ops)
Experience translating technical concepts and solutions to non-technical audiences
Experience working with vendors, specifically outsourced customer or developer support teams
Experience leading projects and implementing technical solutions
Excellent written, verbal and communication skills
Experience with ticket escalation
Self-starter.
Education/Experience:
Bachelor's degree in computer science or related field
Previous work experience in tech.
Top 3 must-have HARD skills:
1- Experience in software development and developer operations
2- Experience reading, understanding and debugging code and source control history
3- Experience investigating and debugging complex technical issues
Good to have skills:
1- Experience investigating and debugging complex technical issues
2- Experience working with vendors, specifically outsourced customer or developer support teams
3- experience working in a fast paced environment (live ops)
4- Excellent written, verbal and communication skills.
Story Behind the Need – Business Group & Key Projects:
Working as part of a customer support team supporting over 200 products at Meta
Team is 5 people. This role will report to the vertical ops lead and would be peers of the other 4 people.
The ability to hone engineering skills for 100+ different products that our team supports.
Compelling Story & Candidate Value Proposition:
Exposure to VR, difference operating systems, and complex eng troubleshooting to solve developer-reported issues.
We are at the cutting edge of technology with AI, VR, and Meta Wearables. The eng work done here will expose the workers to many different products and technology, giving them a larger scope of experience.
The eng work done here will expose the workers to many different products and technology, giving them a larger scope of experience.
Typical Day in the Role:
Working as part of a customer support team supporting over 200 products at Meta
Working with a vendor team to triage, debug and resolve the issues that customers have with products
How will performance be measured:
On-time delivery, CSAT, SLAs, and adherence to work instructions.
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 35.00/hr.
12 months
Remote
Summary:
The Developer Support Engineer works within the Developer Ecosystem Success organization to help developers through scaled service delivery & operations. We combine deep expertise in our products with operational and analytical skills to design and manage scalable processes that support all developers across Quest, VR, Wearables, 2D, Horizon Worlds and Horizon Worlds mobile experiences. As part of the DES organization, the Developer Support Engineers are technically savvy, creative problem solvers and life-long learners who strive to provide the best possible service to our developers. A live ops engineer is the most similar role in comparison.
Responsibilities
Develop and maintain deep technical knowledge of the Horizon OS and Horizon World platforms, features and tools
Manage escalation queue of second and third level triage of inbound developer questions
Prioritize, investigate, and debug technical issues efficiently, escalating to SMEs when necessary
Communicate technical resolutions, workarounds, and product confusions effectively to internal SMEs and external developers
Stay up-to-date on new developer-facing products as well as internal tools and systems
Evangelize technical developer support efforts across the organization, promoting best practices and knowledge sharing
Identify opportunities to optimize and automate workflows, implementing process improvements
Assist with KPI implementation, tracking, and reporting, utilizing data to drive decision-making
Perform retrospectives, developing training materials and runbooks to enhance the knowledge base.
Skills
Experience working in a fast paced environment (live ops)
Experience translating technical concepts and solutions to non-technical audiences
Experience working with vendors, specifically outsourced customer or developer support teams
Experience leading projects and implementing technical solutions
Excellent written, verbal and communication skills
Experience with ticket escalation
Self-starter.
Education/Experience:
Bachelor's degree in computer science or related field
Previous work experience in tech.
Top 3 must-have HARD skills:
1- Experience in software development and developer operations
2- Experience reading, understanding and debugging code and source control history
3- Experience investigating and debugging complex technical issues
Good to have skills:
1- Experience investigating and debugging complex technical issues
2- Experience working with vendors, specifically outsourced customer or developer support teams
3- experience working in a fast paced environment (live ops)
4- Excellent written, verbal and communication skills.
Story Behind the Need – Business Group & Key Projects:
Working as part of a customer support team supporting over 200 products at Meta
Team is 5 people. This role will report to the vertical ops lead and would be peers of the other 4 people.
The ability to hone engineering skills for 100+ different products that our team supports.
Compelling Story & Candidate Value Proposition:
Exposure to VR, difference operating systems, and complex eng troubleshooting to solve developer-reported issues.
We are at the cutting edge of technology with AI, VR, and Meta Wearables. The eng work done here will expose the workers to many different products and technology, giving them a larger scope of experience.
The eng work done here will expose the workers to many different products and technology, giving them a larger scope of experience.
Typical Day in the Role:
Working as part of a customer support team supporting over 200 products at Meta
Working with a vendor team to triage, debug and resolve the issues that customers have with products
How will performance be measured:
On-time delivery, CSAT, SLAs, and adherence to work instructions.
Applicant Notices & Disclaimers
- For information on benefits, equal opportunity employment, and location-specific applicant notices, click here
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 35.00/hr.