Jun 23 2016

A Look Inside Developer Support Engineering at Facebook

By Meta Careers
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The Developer Support Engineering team is located in Menlo Park, Dublin and Singapore to ensure global support coverage to our developer community. Our team comes from a variety of backgrounds, from entrepreneurs to full stack web developers to iOS/Android developers. Although our backgrounds are different we all have one thing in common, a desire to help developers all around the world through the development of innovative new tools which help make engaging with external developers a more connected and smoother experience.
Before becoming a member of our team you will get to experience the most amazing training! This is known as Engineering Bootcamp, during this time you will get to spend 5 weeks working on coding different projects from around the Facebook codebase. You will get to experience working on News Feed, Pages, or Groups and connect with other new engineers. After these five weeks, you will spend one more week learning about the Developer Support Engineering codebase with our team in Menlo Park!
On a daily basis, we spend about 50% of our time giving back to the developer community by working on bug reports and support tickets filed by this community. This work is extremely rewarding as on a daily basis you get to talk with people all over the world and help them by providing high quality technical help. This help, while you are only talking to one developer could be helping millions of users! We get a unique experience of getting to dive into all area's of the codebase within Facebook to fully debug what the developer is seeing and we then work with other engineering teams to ensure that any bugs found are fixed, this allows you to continuously learn how other teams work and also help you learn brand new technologies!
A key moment in our calendar year is the F8 developer conference, this is a time when Facebook invites developers from around the world to come together to discuss the awesome new features being launched. We get a chance to give live support at the conference and over the course of 2 days get to live assist developers and their issues, which is quite unique. This is no ordinary support team!
Helping developers is awesome, but what makes this role really cool is how we as a team get to actively change up the tools we work with. This is how we spend the other 50% of our day. Using high quality data we assess how developers use our tools, why they file bug reports and support tickets and then using this data we make changes to the tools we use. The most widely known tool we use is the Developer Bug tool which lives over @ https://developers.facebook.com/bugs. On the bug tool we are working on building and shipping changes that allows developers to find relevant bug reports easier than before, so that they can find the correct resolution quicker.

Projects

Instant Articles: We want to make sure that our users have the best experience with Instant Articles so we built tools that allow us to review submitted articles efficiently before they go live. This is a complex project that has a global impact, the tooling that we build for Instant Articles is a critical requirement for ANY Page who wants to use Instant Articles to go live. Instant Articles is now available to ALL Pages that exist on Facebook.
Platform Stability Page: We also modified the logic under the platform stability page in order to better communicate to developers when any outage appears, sending more granular and targeted notifications.

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