Description Meta Job Code: 64164-1 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 Typical day in the role: 1. Technical Issue Resolution: Review and investigate technical developer support tickets using internal tools and resources. 2. Escalation Management: Escalate complex issues to Subject Matter Experts (SMEs), providing detailed investigation reports. 3. Vendor Collaboration: Collaborate with vendor teams, addressing questions, escalations, and troubleshooting needs. 4. Knowledge Sharing: Conduct and review retrospectives on solved tickets, identifying areas for improvement. 5. Training and Development: Develop training materials to enhance the knowledge base and learn new tools and technologies. 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, Amazon and Google previous experience would be a plus Additional Skills & Qualifications Technical Scope - Candidate should be able to investigate and debug support tickets independently—particularly SDK and API-level issues. - No active coding required, but experience with software development and engineering principles is expected. - Emphasis on front-end client-side troubleshooting; full-stack familiarity is a plus. - Familiarity with source/version control tools (e.g. Git, GitHub, Subversion) is essential. Collaboration & Communication - Strong communication skills are critical for cross-functional interfacing (engineering, product, customer teams, vendor groups). - Ability to translate technical findings into runbooks and retrospectives for internal knowledge sharing. Mindset & Adaptability - Must be a self-starter with a learning mindset—especially in adapting to new tools, datasets, and ticketing systems. - Comfortable in a hybrid role balancing technical support and engineering collaboration. Operational Highlights - Team has handled ~60 tickets in the past month across 5 individuals—indicates need for efficiency and scalable support structure. - Candidate will be part of the escalation workflow and should be comfortable taking ownership in that space. Pay and Benefits The pay range for this position is $60.00 - $75.00/hr. Workplace Type This is a fully remote position. À propos de TEKsystems et TEKsystems Global Services Nous sommes un fournisseur de services aux entreprises et de technologies. Nous accélérons la transformation de nos clients. Notre compétence en stratégie, conception, exécution et opérations libère la valeur de l’entreprise par un éventail de solutions. Nous sommes une équipe de 80 000 personnes qui collaborent avec plus de 60 000 clients, notamment 80 % du Fortune 500 en Amérique du Nord, Europe et Asie, qui collaborent avec nous dans le cadre de nos capacités full-stack et notre rythme. Nous sommes des penseurs stratégiques, des collaborateurs pratiques qui aident les clients à exploiter le changement et maîtriser le dynamisme de la technologie. Nous bâtissons le futur en livrant les résultats et en créant un impact positif dans nos communautés mondiales. TEKsystems et TEKsystems Global Services sont des entreprises d’Allegis Group. Découvrez d’autres informations à TEKsystems.com. About TEKsystems and TEKsystems Global Services We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.