About Company
Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it fundamentally changed the way people connect and communicate globally. Apps like Messenger, Instagram, and WhatsApp further empowered billions around the world, creating new avenues for social interaction and commerce. Now, Meta is driving the next evolution in social technology, moving beyond 2D screens toward immersive experiences like augmented and virtual reality, shaping the metaverse. Our teams are constantly iterating, solving some of the most complex technical and social challenges, and shipping new products that redefine digital interaction—and we’re just getting started. We are a diverse community of passionate individuals working together to build a better, more connected future, and we’re looking for innovative minds to join us on this transformative journey. We believe in fostering an environment where creativity thrives and impactful work is celebrated.
Job Description
Are you a problem-solver with a passion for technology and a knack for helping others excel? Meta is actively seeking a talented and enthusiastic Technical Support Specialist to join our rapidly growing team. In this pivotal remote role, you will be a cornerstone of our internal operations, providing essential technical assistance and expert-level troubleshooting for Meta’s expansive suite of internal tools, systems, and platforms. This isn’t merely about resolving technical issues; it’s about strategically empowering our diverse workforce, ensuring seamless operational continuity, and directly contributing to the global success of Facebook, Instagram, WhatsApp, and our broader family of groundbreaking technologies. Your diligent work will directly influence our capacity to innovate at scale, accelerate product development, and enhance the way billions around the world connect.
We are specifically seeking an individual who thrives in a dynamic, high-pressure environment, possesses the innate ability to quickly grasp complex technical concepts, and exhibits unparalleled communication and interpersonal skills. As a Technical Support Specialist, you will be entrusted with diagnosing and proficiently resolving a comprehensive spectrum of technical challenges, ranging from intricate software glitches, nuanced network connectivity problems, and critical hardware malfunctions to providing in-depth application support for our proprietary tools. This position offers an unparalleled opportunity to engage with cutting-edge technology, collaborate closely with pioneering industry leaders, and directly contribute to a company that is fundamentally shaping the future of human interaction and digital experience. If you are eager to make an immediate, tangible impact, accelerate your career trajectory, and grow within a world-class, forward-thinking organization, we strongly encourage you to submit your application. At Meta, we deeply value diverse perspectives and are unwavering in our commitment to fostering an inclusive environment where every individual can not only thrive but also realize their full professional potential.
Key Responsibilities
- Provide expert-level technical support to Meta employees for hardware, software, network, and application issues, primarily focusing on internal systems critical to Facebook's global operations.
- Diagnose, troubleshoot, and resolve complex technical problems, documenting solutions thoroughly and escalating unresolved issues to appropriate internal engineering or IT teams when necessary.
- Manage and prioritize support requests efficiently through various channels including enterprise ticketing systems, chat platforms, and email, ensuring timely and effective resolution within SLAs.
- Configure, deploy, and troubleshoot a wide range of hardware (laptops, desktops, mobile devices) and software (operating systems, productivity suites, proprietary Meta applications).
- Assist with user account management, access provisioning, and contribute to the resolution of security-related incidents following established protocols.
- Contribute significantly to the creation and maintenance of internal knowledge base articles, runbooks, and documentation to enhance self-service capabilities and improve team efficiency.
- Participate in on-call rotations or provide scheduled after-hours support as required to maintain critical system availability and support global teams.
- Collaborate actively with engineering, IT infrastructure, and product teams to identify root causes of recurring issues and implement proactive preventive measures.
- Educate users on best practices, promote security awareness, and ensure efficient and secure use of Meta's internal tools and technologies.
Required Skills
- 2+ years of progressive experience in a technical support role, preferably within a large-scale, fast-paced corporate or enterprise environment.
- Strong proficiency in troubleshooting and supporting Windows, macOS, and Linux operating systems.
- Demonstrated experience with hardware diagnostics, repair, component replacement, and system imaging.
- Solid understanding of fundamental network concepts (TCP/IP, DNS, DHCP, VPN) and practical network troubleshooting skills.
- Experience with enterprise-level ticketing systems (e.g., ServiceNow, Jira Service Management) and IT service management principles.
- Exceptional communication (written and verbal) and interpersonal skills, with the ability to explain complex technical concepts clearly to diverse audiences, including non-technical users.
- Proven ability to work independently, manage multiple priorities effectively under pressure, and contribute positively to a team environment.
- Exceptional problem-solving abilities, a strong analytical mindset, and a methodical approach to technical challenges.
Preferred Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a closely related technical field, or equivalent practical experience.
- Experience supporting Google Workspace (G Suite) and Microsoft 365 environments.
- Knowledge of scripting languages (e.g., Python, Bash, PowerShell) for automation and efficiency improvements.
- ITIL Foundation certification or practical experience with IT service management methodologies.
- Experience with Mobile Device Management (MDM) platforms and enterprise-level wireless networking.
- Familiarity with cloud platforms (e.g., AWS, Azure, Google Cloud) and their associated services.
Perks & Benefits
- Competitive base salary complemented by significant stock awards and performance-based bonuses.
- Comprehensive health, dental, and vision insurance plans for employees and their families.
- Generous paid time off, including vacation, sick leave, and company-wide holidays.
- Flexible spending accounts, health savings accounts, and robust 401(k) matching program.
- Extensive parental leave benefits, family support programs, and childcare resources.
- Access to world-class wellness programs, employee assistance programs, and on-site amenities (where applicable).
- Unparalleled opportunities for continuous professional development, mentorship, and accelerated career growth within a global tech leader.
- Direct access to Meta's cutting-edge technologies, internal training resources, and expert communities.
- Full remote work setup support and stipends to ensure a productive and comfortable home office environment.
How to Apply
Eager to join a company that’s building the future of connection and technology? Please click on the application link below to submit your resume and a compelling cover letter directly through Meta’s official careers portal. Be sure to highlight your relevant technical support experience, your problem-solving prowess, and your genuine passion for technology. We eagerly look forward to reviewing your application and exploring how your skills can contribute to our mission!