Support Specialist I

Support Specialist

Duration: 6 months contract (High chance of Extension) Location: MPK or Austin, TX Work week- Wednesday - Sunday with 3 days onsite Pay Range: $25-31/hr on W2 (DOE) Start Date: ASAP

Work schedule will more than likely be Wednesday - Sunday with 3 days onsite at either MPK or Austin, TX. We are looking for an escalation specialist with 80% working on escalations (ticket work) 20% project work. Candidates are expected to think creatively about ambiguous issues and are passionate about problem solving. They will also be able to work successfully across teams and countries, and use their analytical expertise and empathy to proactively drive solutions for change and ensure safe experiences across the Facebook family of apps. We are seeking a resilient self-starter who is eager to learn, collaborative and a proven team player. We count on specialists who are passionate about protecting both media constituents and the users they interact with. This individual should be passionate about investigating and conducting root-cause analysis to inform strategic decisions.

Bachelor's degree in Business, Science, Engineering, Economics or similar field + 1-3 years professional experience within an operations environment. Experience in a fast-paced /start-up environment Excellent customer service and prioritization skills. Experience communicating the results of analyses. 80% working on escalations (ticket work) 20% project work

1 Escalation Management & Case Resolution — The role is 80% ticket work handling reactive escalations (hacking, impersonation, account access) for premier partners. The candidate must have proven experience triaging, investigating, and resolving complex user/account issues under time pressure with high accuracy. 2 Root-Cause Analysis & Problem Solving in Ambiguous Situations — The JD explicitly calls for investigating issues, conducting RCA to inform strategic decisions, and thinking creatively about ambiguous problems. This is non-negotiable for someone who needs to proactively identify emerging trends and mitigate systemic issues while on call. 3 Cross-Functional Communication & Stakeholder Management — With 3–4 days of on-call coverage serving premium partners, the candidate must communicate clearly and consistently with both external partners and internal XFN teams across countries. Performance is literally measured on "communication with XFN teams."

1 Experience with AI/ML Evaluation or Quality Assurance — The role is expected to evolve into evaluating AI model performance, identifying gaps, and recommending improvements. Prior exposure to AI output review, labeling, or model accuracy assessment would be nice to have. 2 Data Analysis & Reporting — The candidate will need to identify trends from escalation patterns. Comfort with data tools (Sheets, dashboards, or basic SQL) would add value for project work and strategic recommendations. 3 Trust & Safety / Content Moderation Operations Experience — Familiarity with integrity enforcement, account security workflows, or platform policy operations (even at another company) would shorten the ramp- Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Los Angeles Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, qualified applicants will be considered for assignment with arrest and conviction records. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, meet client expectations, standards, and accompanying requirements, and safeguard business operations and company reputation.