London, United Kingdom
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 is a fast, simple and reliable way to talk to anyone in the world. More than 2 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. Businesses have also rapidly started to adopt the business API and business app. Conversational commerce enables businesses and customers to have a personal, natural and convenient relationship. WhatsApp Product Operations team’s mission is to proactively advocate for a flawless WhatsApp experience. Those who join our teams are very passionate about maintaining a high product quality and ensuring a good user experience. WhatsApp is seeking a Technical Specialist in 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. Flexibility to adapt to changing priorities and being excited to operate independently in a fast-paced and growing environment is a must. This is a full-time position based in London, UK.
Become a technical expert in WhatsApp Business Products and a source of information to the rest of the WhatsApp Consumer Operations team.
Investigate, triage, and report technical issues with WhatsApp Business app on iOS.
Monitor and analyze users’ reviews on the App Store for bug-related trends.
Separate platform issues from bugs, advise the tier 1 & 2 support team on how to follow up on bug reports from users.
Partner closely with the engineering team to drive up the application quality and an understanding of its usage.
Deep dive to understand specific user pain points, gather supporting data, and influence engineering and product teams on relevant feature changes to improve the overall user experience.
Continually evaluate the organization of your support workflows to surface bugs faster to the engineering team.
BA/BS or equivalent
3+ years experience in tier 3 and/or DevOps escalation support
Demonstrated understanding of mobile operating system
3+ years of experience developing or troubleshooting on smartphone platforms
1+ years of experience as tier 2 or 3 support for apps supporting small businesses
Understanding of Facebook, Instagram, and WhatsApp