1. API Expertise: Graph API, Marketing API, Threads API, Conversions API for Messenger Platforms, Facebook Pages API Commerce Platform and Catalog.
2. Issue Management: Handle day-to-day API issue management and resolution tickets submitted by API Developers.
3. Integration Guidance: Guide partners to successful integrations with APIs and Marketing solutions through deep technical expertise, debugging, and troubleshooting.
4. API Knowledge: Understand and provide clear explanations of API concepts, including definitions, functionality, and common HTTP methods (GET, POST, etc.)
5. API Troubleshooting: Offer effective troubleshooting steps, including identifying necessary information, analyzing issues, and resolving problems efficiently.
6. Authentication Support: Explain authentication processes and ensure secure access to API services.
7. Rate Limiting Guidance: Educate on rate limiting/throttling, its importance, and how it works to prevent abuse and ensure fair usage.
8. Web Request Processing: Describe how web requests are sent to servers and how responses are returned to browsers.
9. Code Differentiation: Clarify the differences between server-side (e.g., PHP) and client-side (e.g., JavaScript) code.
10. Timely Resolution: Resolve tickets on-time, accurately, and deliver the highest level of customer satisfaction.
11. Trend Identification: Identify trends and opportunities (insights) from worked tickets and share them periodically with TPMs.
12. Effective Communication: Effectively communicate technical concepts to non-technical audiences.
13. Technical Savvy: Be tech-savvy, self-sufficient in finding answers, and seek Meta to ask questions when needed.
14. Workflow Knowledge: Understand workflows, solve 20% of tickets, answer agents’ questions, guide them to existing documents, and find answers independently.
15. Operational Rigor: Ensure strong operational rigor, including daily monitoring of ticket volume, adherence to process, and timely coaching of agents. Ensure ability to think at scale by creating best practices and documentations.
Product Testing