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 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 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.
We are searching for a Technical Specialist to join our growing team. If you are constantly looking for solutions to problems, love tinkering with smartphones, and are passionate about finding ways to be more efficient and effective, this is the role for you! We are a team that thrives on identifying ways to get the job done, and leveraging individuals unique backgrounds and strengths to contribute to team goals. 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.
Become a technical expert of the payment feature in WhatsApp and a source of information to the rest of WhatsApp Community Operations team
Act as a tier 3/escalation between customer operations support team and internal engineering team to ensure effective technical resolution for reported user issues
Separate mobile platform and partner issues from application bugs, and advise the tier 1 & 2 support on how to communicate workaround or intended fix and its timeline
Investigate, triage, escalate and follow up on issues reported with our internal bug tracker system within SLA
Monitor and analyze user signals for our payment product during the developmental stages to drive up feature quality and understanding of its usage
Maintain an inventory of debit cards and SIM cards specifically used for payment testings
Collaborate with various partners to track product initiatives and release cycles
Conduct ad-hoc testings and participate in weekly QA scrum testings
Deep dive on specific user pain points, gather supporting data, and partner with ENG and PM team to drive up product quality
Weekly release and bug reports
Evaluate the organization of team workflow to flag issue faster to the engineering team
Update and evolve team workflow's documentation
Set clear expectations with internal stakeholders, and drive project commitments with clarity and precision
Collaborate with cross-functional teams including Operations, Product, Policy, Localization, and Training to help improve operational workflows
1+ years experience in tier 3/escalation support
Demonstrated understanding of mobile operating system and payment processing
1+ years of experience developing or troubleshooting on smartphone platforms
Demonstrated experience to multitask and manage competing priorities
Demonstrated experience balancing independence tasks/goals while contributing to team goals and collaborating with other team members
1+ years experience in mobile payment support
Understanding of Facebook and WhatsApp
Experience working with teams