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Developer Support Specialist - Release Engineering

Facebook’s Release Developer Support Specialist (DSS) is an integral member of the Release Engineering team at Facebook. Release Engineering is focused on creating a first class experience of shipping code from master to production for Facebook developers. Developer Support Specialists provide top quality coding assistance to internal developers who may be using tools for the first time, or are encountering issues they need help resolving. The DSS will interact with developers to help instill best practices and provide technical support for release setup and day to day product release. This role will require technical experience in working with mobile builds and deployment to Google and Apple app stores. The DSS will provide frontline technical support to developers. We are looking for candidates who have attended a coding academy, or had coding experience in a non traditional manner. Ideal candidate will have the desire to build and grow their knowledge about software development.

Roles and Responsibilities:

  • Respond to and triage support questions and support requests from Facebook engineers
  • Communicate and escalate issues to the proper engineering teams or owners for resolution
  • Use Facebook data tools to investigate problems and correlate them to release events or code rollouts
  • Extract relevant information from log files and other sources to identify owners or root causes
  • Apply basic debugging tools and techniques to clarify issues and add relevant information for owners
  • Effectively communicate resolutions and workarounds to engineers, PDS and management
  • Write basic scripts and test cases to improve the speed and quality of support
  • Provide insights and suggestions to users on how to fix the issues they encounter in their release workflows.
  • Writing, cleaning up and giving feedback for documentation for tools

Roles and Responsibilities:

  • Respond to and triage support questions and support requests from Facebook engineers
  • Communicate and escalate issues to the proper engineering teams or owners for resolution
  • Use Facebook data tools to investigate problems and correlate them to release events or code rollouts
  • Extract relevant information from log files and other sources to identify owners or root causes
  • Apply basic debugging tools and techniques to clarify issues and add relevant information for owners
  • Effectively communicate resolutions and workarounds to engineers, PDS and management
  • Write basic scripts and test cases to improve the speed and quality of support
  • Provide insights and suggestions to users on how to fix the issues they encounter in their release workflows.
  • Writing, cleaning up and giving feedback for documentation for tools

Qualifications

  • Graduation from a coding academy or equivalent experience
  • Basic fluency in PHP, JavaScript, or Python, familiarity with basic development tools (e.g. source control, command line)
  • Ability to rapidly assess, analyze and resolve or troubleshoot issues and distill into clear and concise communications
  • Quick learner and adaptable to learn new products, processes, concepts, and skills
  • Ability to work in a complex ecosystem with many layers of systems, services and tools
  • Ability to rapidly assess, analyze and resolve or troubleshoot issues and distill into clear and concise communications
  • Ability to reproduce the issue and debug it to provide extra information for root causing
  • Scripting experience
  • Debugging experience

Preferred Qualifications

  • Associates or technical degree
  • Familiarity with software build and automated testing systems, and how they relate to CI/CD
  • Interest in building experience and knowledge for a full-time software development role
  • Software development experience
  • Support engineer experience
  • Professional experience in customer service, help desk, support, or other technical roles (Nice to have)
  • Prior release engineer

Professional Skills

  • Customer Centric
  • Excellent communication (verbal and written), facilitation and interpersonal skills
  • Ability to think critically and problem-solve
  • Excellent organizational and time management skills
  • Results-oriented, self-directed, and inquisitive
  • Strong attention to detail and a desire to deliver accurately, efficiently, and to a high standard
  • Ability to work collaboratively and independently while managing multiple projects, assignments and/or responsibilities
  • Highly motivated with the ability to thrive in a fast-paced, high energy, and demanding team-oriented environment

 

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