Video Infrastructure Operations Regional Engineer

Responsibilities

• Engineer Meta’s audio, visual, videoconferencing and collaboration services.
• Work with multiple cross-functional teams to ensure comprehensive support of Meta’s VC Environment and supported services.
• Create stable reliable processes for repeatable and successful customer support.
• Interface with and support C-level executives with any and all issues around call quality and when necessary provide white-glove support.
• Ensure the highest levels of customer service in a collaborative environment with a keen focus on helping people resolve issues and problems.
• During escalations, timely engage cross functional partners and work collaboratively with high-level managers and teams.
• Communicate clearly and proactively throughout the customer's experience until resolved.
• Oversee the work of contractors and vendors working on the AV-VC systems, including signing-off on break-fix repairs, upgrades, or newbuild installations.
• Ensure the quality and consistency of videoconferencing service in the region.
• Observe and comply with company policies and procedures in compliance with organizational aims and objectives.
• Utilize the trouble-ticket system to manage, track, and resolve assigned tickets.
• Follow SLA guidelines for response promptness to all tasks.
• Understand and use data quality tools.
• Analyze call quality and perform debugging.
• Communicate with onsite teams to test and prepare physical space as well ensure quality of multipoint calls.

Minimum Qualifications

• Requires 84 months of work experience in the job offered or an engineering-related occupation
• Requires 60 months of experience in each of the following:
• Experience supporting video conferencing technologies, such as Cisco - VCSE/VCSC/UCM, WebEx, Polycom, Zoom, or Bluejeans
• Working in a service measurement and KPI capacity to drive and create data visualizations, including dashboards and presentations
• Utilizing deep network and collaboration technologies, such as CCNA Collaboration or CTS AV
• Senior level C-suite escalation resolution for audio, visual, video conferencing and collaboration services
• Interpreting data tools and logs from video conference infrastructure and endpoints
• Developing proactive monitoring and alerting mechanisms
• Writing SQL Queries across multiple tables
• Constructing informative BI dashboards using tools, such as Tableau
• Utilizing backend voice and video protocols, such as SIP and H323

About Meta

Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps 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. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.