Technical Specialist, WhatsApp Product Operations [Accessibility]

Menlo Park, California, US

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 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.
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 Menlo Park, California.

Responsibilities

  • Become a technical expert of accessibility features (VoiceOver, TalkBack, Narrator) in WhatsApp for all platforms and a source of information to rest of the WhatsApp Team.
  • Monitor and analyze users’ reviews on the respective app stores related to the accessibility topic.
  • 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 on accessibility.
  • Investigate, triage, and report accessibility related issues and requests within WhatsApp on all platforms.
  • Build accessibility test plans for new feature in development, partnering closely with the engineering team as well as product team.
  • Create and maintain dashboards to generate comprehensive accessibility usage reports of our app, driving empathy and passion for our global user experience.
  • Continually evaluate the organization of your support workflows to surface bugs faster to the engineering team.
  • Improve the efficiency of the testing and triaging processes.

Minimum Qualification

  • BA/BS or equivalent 4 year university degree
  • 1+ years of experience as tier 2 or 3 support on smartphone platforms
  • 1+ years of experience testing accessibility features on smartphone platforms
  • Experience troubleshooting Android, Windows and/or iOS mobile operating systems
  • Experience with analyzing data and defining metrics to drive business decision
  • Experience multitasking and managing priorities
  • Experience balancing independence tasks/goals while contributing to team goals and collaborating with other team members
  • Experience working with remote teams across different timezones
  • Must obtain work authorization in country of employment at the time of hire, and maintain ongoing work authorization during employment
  • No international relocation

Preferred Qualification

  • Technical Support background
  • 2+ years of experience in accessibility testing
  • 1+ years of experience in email support
  • 1+ years of experience developing or troubleshooting on Android, Windows and/or iOS mobile operating systems
  • Tier 2/3 support experience for Android, Windows and/or iOS mobile operating systems


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.