Senior Product Support Analyst

PROLIM Global Corporation ( is currently seeking a Product Support Analyst IV for the location of Remote (PST) with one of our Top clients.

Working Title: Product Support Analyst IV

Location: Remote (PST) preferred

Job ID: 63461-1

Client: Meta

Job Summary:
The Product Support Analyst 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 Quest and Horizon World

developers across VR, 2D, Horizon Worlds and Horizon Worlds mobile experiences. As part of the DES organization, the Product Support Analysts are technically savvy, creative problem solvers and life-long learners who strive to provide the best possible service to our developers.

Responsibilities:

• Develop and maintain deep technical knowledge of the Quest and Horizon World platform and developer-facing features and tools
• Manage ongoing training and change management with external vendors providing first support triage of inbound developer questions
• Manage escalation queue or second and third level triage of inbound developer questions
• Prioritize, investigate, and debug technical issues efficiently, escalating to specialists when necessary
• Communicate technical resolutions, workarounds, and product confusions effectively to internal SMEs and developers
• Deliver a high-end white-glove customer experience, meeting all SLAs and ensuring timely issue resolution
• Stay up-to-date on new developer-facing products, inform developer requirements as part of product launches, and train all vendors to ensure consistency across teams
• 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 to enhance the knowledge base

Skills:

• Experience in software development and developer operations
• Experience investigating and debugging technical issues
• Experience in the VR, 2D, user generated content platform technologies
• Experience with ticket escalation
• Experience translating technical concepts and solutions to non-technical
• audiences
• Experience managing vendor relationships, specifically outsourced customer or
• developer support teams
• Experience leading projects and implementing technical solutions
• Excellent written, verbal and communication skills
• Self-starter with strong problem-solving skills

Education/Experience:

• Bachelor's degree in computer science or related field
• Work experience in tech

Typical day in the role:

• Review and investigate technical developer support tickets using internal tools and
• resources
• Escalate complex issues to SMEs, providing detailed investigation reports
• Collaborate with vendor teams, addressing questions, escalations, and
• troubleshooting needs
• Conduct and review retrospectives on solved tickets, identifying areas for
• improvement
• Develop training materials to enhance the knowledge base
• Learn new tools and technologies

Minimum Years of Experience 8+

Must-Have Skills

• Proficiency in software development
• Strong understanding of basic programming concepts
• Ability to analyze stack traces
• Experience with error analysis and code review

Nice-to-Have Skills

• Advanced proficiency in software development
• In-depth knowledge of programming concepts beyond the basics
• Expertise in analyzing complex stack traces
• Extensive experience with error analysis and code review
• VR experience

Degrees/Certifications Bachelor's degree in computer science or related field

Apply online for immediate consideration, please send your updated resume, and contact info via email