Compliance, Security, & Investigations Tech Triage Specialist

Facebook | Austin, TX

Posted Date 12/05/2018
Description The Compliance, Security and Investigations operations team assists legal teams by providing technical guidance to highly complex and real-world impacting problems. We assist internal FB teams to manage and support the systems that power law enforcement response, transparency reporting and other front-line outreach and compliance functions.

The ideal candidate should be able to demonstrate comfort in maintaining internal solutions for issues and permission management at scale, troubleshooting and triage tasks to appropriate departments, identifying knowledge gaps, creating knowledge base articles, and documenting tasks, and have familiarity with follow the sun support model.

RESPONSIBILITIES

  • Maintain workflow for receiving, triaging and responding to technically oriented requests in a tight, often life impacting, timeline.

  • Use your existing technical/software support/business application support experience to troubleshoot and resolve issues prior to reaching the development tier.

  • Use your acquired knowledge of Facebook's systems and tools to develop and deliver tool-training presentations.

  • Create communication posts for urgent issues or work progress updates.

  • Organize, maintain, and audit cross-team permissions frameworks.

  • Serve as an escalation point for front line systems issues.

  • Work closely with cross-functional teams to understand processing and operational needs.

  • Able to manage online queues and reply to internal customers via email.

MINIMUM QUALIFICATIONS

  • 3+ years technical support, business application support or similar experience.

  • Experience troubleshooting issues with little guidance or no documentation present.

  • Experience in documenting tasks and creating knowledge base articles.

  • Multitasking experience.

  • Customer service experience.

  • Experience with the Microsoft Office Suite, and SAAS applications.

PREFERRED QUALIFICATIONS

  • Project management experience.

  • B.S. in a technical discipline.

  • Organizational, prioritization, and communication experience.

  • Experience giving presentations.

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