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Support Specialist I

Pride Global

Menlo Park, CA

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JOB DETAILS
SALARY
$31 Per Hour
SKILLS
Analysis Skills, Artificial Intelligence (AI), Business Operations, Communication Skills, Computer Hacking, Cross-Functional, Customer Escalations, Customer Support/Service, Data Analysis, Datasheets, Economics, Establish Priorities, Facebook, On Call, Performance Modeling, Problem Solving Skills, Process Improvement, Quality Assurance, Reporting Dashboards, Root Cause Analysis, SQL (Structured Query Language), Startup, Team Player, Trend Analysis, United States Department of Energy (DOE)
LOCATION
Menlo Park, CA
POSTED
5 days ago
Title: 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

Description: Summary:

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

Skillsets/Qualifications
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

Must-Have Skills
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.”

Nice-to-have Skills
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.

 

About the Company

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Pride Global

Pride Global is a minority-owned integrated human capital solutions firm headquartered in New York with operating companies throughout the United States, Canada, India and Brazil. Pride Global companies focus on a diverse array of services including vendor management, payroll programs, business process optimization, and staffing for both direct hire and contingent labor.

COMPANY SIZE
100 to 499 employees
INDUSTRY
Financial Services
FOUNDED
1983
WEBSITE
http://prideglobal.com