Job Description

An opportunity to work at the intersection of AI and Business Messaging, one of Meta's key investment areas.

As Meta accelerates its investment in AI-native business experiences, Meta Business Agent sits at the center of how businesses will discover, engage, and transact with customers in the future, and this role puts you at the heart of that transformation, working with next-generation AI agents, LLMs, and conversational AI systems that are redefining how businesses connect with billions of people across Meta's messaging platforms.

As a Technical Solutions Consultant (TSC) for Meta Business Agent, you will serve as a subject matter expert in the AI agent experience, acting as a technical bridge between our customers, support operations, and internal product and engineering teams.

Your mission will be to resolve complex technical challenges related to AI agent behavior and configuration, drive operational excellence, influence product improvements through data-driven insights, and ensure our customers can fully leverage Meta Business Agent to transform their customer engagement.

Responsibilities

Deliver a high-touch resolution experience for Meta's most strategic Business Messaging Partners

• Develop deep subject matter expert knowledge across Meta Business Agent & the wider Business Messaging portfolio
• Breakdown and resolve complex, ambiguous, technical (Meta Business Agent, API Integrations, Webhooks, Delivery) issues for high-touch customers using internal debug tools and log analysis to determine the root cause
• End-to-end issue resolution, filing bugs, documenting repro steps and partnering with cross-functional partners to see the issue through to resolution
• Drive scale across the support funnel, enabling front-line human & AI agents to resolve issues earlier and closer to the customer
• Act as a trusted advisor on the Meta Business Agent product
• Improve the end-to-end support funnel by optimizing internal and external support processes
• Refine the support agent experience with clear resolution paths and feedback that improves ticket resolution
• Maintain knowledge bases, documentation, and training materials so that support teams can effectively support emerging Meta Business Agent features and capabilities
• Identify common issues and develop reusable workarounds, documenting and sharing them to drive scale across the funnel
• Partner with XFN Product and Engineering on go-to-market for new Meta Business Agent features, covering product training and operational readiness
• Drive "shift left" initiatives that streamline and standardize support flows, moving resolution closer to the customer
• Turn front line signal into product impact: influencing the Meta Business Agent roadmap on behalf of customers
• Translate data, feedback, and customer signals into actionable insights that influence the Meta Business Agent roadmap
• Champion the Voice of the Customer (VOTC), articulating pain points and turning them into measurable product improvements
• Build cross-functional partnerships (Product Management, Engineering, Partnerships) aligning teams and holding them accountable for their deliverables
• Recommend tooling, processes and signal improvements leveraging support performance data
• Run account health reviews, surfacing insights that improve account management and support effectiveness

Qualifications

B.A. or B.S. in Business, Computer Science, Engineering, Digital Marketing, or a related field, or equivalent practical experience

• 5+ years of experience in an operations, support, technical solutions, or product role within a technical environment
• Working knowledge of web technologies (HTML, CSS, JavaScript, HTTP, APIs) with hands-on technical troubleshooting experience
• Proven ability to translate technical concepts for both technical and non-technical audiences
• Demonstrated experience in influencing outcomes and driving alignment across cross-functional teams
• Experience in the CRM, messaging, conversational AI, or API-based technology industries Demonstrated ongoing AI skill development (e.g., prompt/context engineering, agent orchestration) and staying current with emerging AI technologies
• Demonstrated ability to integrate AI tools to optimize/redesign workflows and drive measurable impact (e.g., efficiency gains, quality improvements)
• Familiarity with responsible, ethical AI practices (risk assessment, bias mitigation, quality and accuracy reviews)
• Experience adhering to and implementing responsible, ethical AI practices (e.g., risk assessment, bias mitigation, quality and accuracy reviews)
• Track record of driving product improvements through customer insight and data-driven advocacy
• Experience in prototyping and building tools to improve job efficiency and effectiveness
• Track record of using AI tools to redesign workflows and drive measurable impact (efficiency gains, quality improvements)