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
WhatsApp 對於成為「平等就業機會和平權行動」僱主感到自豪。我們不會因為種族、宗教、膚色、原有國籍、性別（包括懷孕、分娩、生殖健康決定或有關醫療狀況）、性取向、性別認同、性別表現、年齡、受保護退伍軍人身份、殘疾人士身份、遺傳信息、政治立場或活動或其他受到法律保護的適用特徵而歧視任何人士。您可以在此查看我們的「平等就業機會」告示。我們也會考慮聘用有犯罪記錄的合資格應徵者，合乎適用的聯邦、州和地方法律。我們可能會依照法律要求或在法律的許可下，使用您的個人資料來維護 Facebook 及其員工和其他人的安全。您可以點擊相應連結，查看 Facebook 的薪酬透明政策和平等就業機會就是法律告示。此外，WhatsApp 依照法律規定，於指定地區加入 E-Verify 計劃。
WhatsApp 致力在招聘過程為殘疾人士求職者提供合理的安排。如果您因為身體殘疾需要任何支援或安排，請電郵至 accommodations-ext@fb.com 告知我們。