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Operations and Technology Support Specialist, Legal Facebook
San Francisco, CA

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About Facebook

Job 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 candidate should be able to demonstrate comfort in maintaining internal solutions for issues and permission management at scale, troubleshooting and triaging tasks to appropriate departments, identifying knowledge gaps, creating knowledge base articles, and documenting tasks and also be familiar with follow the sun support model. The candidate should also be able to multitask and work in an unstructured environment of fast growth and ambiguity as well as possess objective judgement and ethical standards.

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 documenting tasks and creating knowledge base articles.

Customer service experience.

Experience with the Microsoft Office Suite, and SAAS applications.

PREFERRED QUALIFICATIONS

* B.S. in a technical discipline.



Project management experience.

Organizational, prioritization, and communication experience.

Experience giving presentations.

Facebook is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at accommodations-ext@fb.com.

About Facebook

Facebook is a company providing an online social networking service.

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