Technical Specialist, WhatsApp Product Operations

Dublin, Ireland

WhatsApp is a fast, simple and reliable way to talk to anyone in the world. More than 1 billion people in over 180 countries use WhatsApp to stay in touch with friends and family, anytime and anywhere. WhatsApp is not only free but also available on multiple mobile devices and in low connectivity areas — making it accessible and reliable wherever you are. It's a simple and secure way to share your favorite moments, send important information or catch up with a friend. WhatsApp helps people connect and share no matter where they are in the world.

WhatsApp is seeking a Technical Specialist on our Customer Operations team. If you are intellectually curious, love discovering user insights, being the voice of the user and want to impact the lives of hundreds of millions of users globally, this is the role for you! Using your start-up mindset and your experience with smartphones, you will help support and test awesome features used by millions of WhatsApp users.

You must have the flexibility to adapt to changing priorities and be excited to operate independently in a fast-paced and growing environment. This is a full-time position based with the WhatsApp team in Dublin, Ireland and will report into the Product Operations Manager in California, USA.

Responsibilities

  • Become a technical expert of the payment feature in WhatsApp for all platforms and a source of information to rest of the WhatsApp Consumer Operations team
  • Investigate, triage, and report technical issues with the WhatsApp payment feature on supported platforms
  • Separate platform issues from bugs, advise the tier 1 support team on how to follow up on bug reports from users
  • Monitor and analyze product feedback and bug reports during the developmental stages
  • Continually evaluate the organization of your support workflows to surface bugs faster to the engineering team
  • Maintain an inventory of debit cards and SIM cards specifically used for payment testing
  • Build test plans for new feature in development, partnering closely with the engineering team as well as product team on the roadmap for new features
  • Maintain a bank of test plans and coordinate QA testing with internal as well as external third-party vendor team
  • Improve the efficiency of the testing and triaging processes
  • Partner closely with the engineering team to drive up the feature quality and an understanding of its usage

Minimum Qualification

  • BA/BS or equivalent work experience
  • 1+ years of experience as tier 2 or 3 support on smartphone platforms
  • 1+ years of experience developing or troubleshooting on smartphone platforms
  • Demonstrated understanding of the Android, Windows and/or iOS mobile operating systems
  • Demonstrated ability to multitask and manage competing priorities
  • Demonstrated ability to balance independence tasks/goals while contributing to team goals and collaborating with other team members
  • Demonstrated ability to work with remote teams across different timezones
  • Must be eligible to work in the European Union

Preferred Qualification

  • 1+ years of experience in payment operational support


WhatsApp is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, genetic information, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

WhatsApp is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@fb.com.