Support Experience Engineer - Tools & Automation, WhatsApp Operations
Menlo Park, California, US
Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities - we're just getting started.
WhatsApp Operations' mission is to make each user feel like WhatsApp was made for them. WhatsApp Operations' focus is on supporting our users through both direct support interactions as well as scalable solutions, and on improving the health of our products by helping people understand how to use them. Those who join our teams are very keen to solve people’s issues, and are advocates for WhatsApp users. WhatsApp is looking for a full-time team member to join the Operations' team. We value both 1:1 interactions with users and driving solutions at scale, and we count on Support Experience Engineers to build our tooling in order to balance these needs.
Responsibilities
Extend our support platform and internal tools by building workflows and high-quality tools that enable operations to scale
Code using primarily PHP/Hack and JavaScript/React
Guide design and code reviews
Use software engineering skill sets to drive meaningful business impact by looking at problems through an operational lens
Business case development to support new and improved processes for consumers, businesses and partners that leverage our products.
Work extensively with our cross-functional stakeholders like engineering, product management, legal, partnerships, business development and marketing.
Drive and measure tool health, while supporting bug and incident management processes.
Communicate and collaborate cross-functionally to align priorities with stakeholders across WhatsApp and influence organizational roadmaps.
Gather, analyze and utilize relevant data to develop ways to improve the overall support experience
Minimum Qualification
Bachelor's degree in Computer Science, Computer Engineering, relevant technical field, or equivalent practical experience.
BA / BS degree in Engineering, Computer Science or related field or international equivalent
4+ years of programming experience
4+ years of project management experience communicating with people at all levels (internal and external)
Analytical-thinking and problem-solving experience
Experience working across global teams, solving problems and designing business operations from scratch
Experience communicating with cross-functional partners (both technical and non-technical audiences)
Preferred Qualification
Experience consistently working under your own initiative, seeking feedback and input where appropriate
Experience partnering with, clients and customers to drive positive impact across a global team
Experience with internal tool development incorporating work force management tools and bug management
Experience with customer support/operations software-oriented projects
Demonstrated experience with time management and multitasking
Experience with process change management or process improvement
Experience working in a technology company, consulting firm or equivalent environment
Ipinagmamalaki ng WhatsApp ang pagiging isang Equal Employment Opportunity at Affirmative Action na employer. Hindi kami nangdi-discriminate ayon sa lahi, relihiyon, kulay, pinagmulang nationalidad, kasarian (kabilang ang pagbubuntis, panganganak, mga desisyon tungkol sa reproductive health o mga kaugnay na kondisyong medikal), sexual orientation, gender identity, gender expression, edad, status bilang protected veteran, status bilang indibidwal na may kapansanan, genetic information, politikal na paniniwala o aktibidad, o iba pang naaangkop na katangiang legal na pinoprotektahan. Maaari mong tingnan ang aming abiso sa Equal Employment Opportunity dito. Binibigyan rin namin ng konsiderasyon ang mga kwalipikadong applicant na may mga criminal history, nang naaayon sa naaangkop na pederal, estado at lokal na batas. Posibleng gamitin namin ang iyong impormasyon upang panatilihin ang kaligtasan at seguridad ng Facebook, mga employee nito, at iba pa ayon sa kahilingan o pinapahintulutan ng batas. Maaari mong tingnan ang Patakaran sa Pay Transparency ng Facebook at abiso ng Equal Employment Opportunity is the Law sa pamamagitan ng pag-click sa mga link nito. Dagdag pa rito, lumalahok ang WhatsApp sa E-Verify program sa mga partikular na lokasyon, ayon sa kahilingan ng batas.
Tapat ang WhatsApp sa pagbibigay ng mga makatuwirang accomodation para sa mga applicant na may mga kapansanan sa aming proseso ng pagre-recruit. Kung kailangan mo ng anumang tulong o mga accommodation dahil sa kapansanan, ipaalam sa amin sa accommodations-ext@fb.com .