Support Experience Engineer - Tools & Automation, WhatsApp Operations
Austin, Texas, 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
O WhatsApp tem orgulho em ser um empregador com uma política de igualdade de oportunidades e de ações afirmativas. Não discriminamos com base na raça, na religião, na cor, na nacionalidade, no sexo (incluindo gravidez, licença de maternidade, decisões relativas à saúde do sistema reprodutor ou condições médicas relacionadas), na orientação sexual, na identidade de género, na expressão de género, na idade, no estatuto de veterano de guerra protegido ou pessoa portadora de deficiência, em informações genéticas, na atividade ou nas ideologias políticas ou outras caraterísticas protegidas legalmente aplicáveis. Pode consultar o nosso aviso sobre a política de igualdade de oportunidades aqui. Também aceitamos candidaturas de pessoas com histórico criminal, em conformidade com as leis federais, estatais e locais aplicáveis. Podemos utilizar as suas informações para manter a segurança do Facebook, dos seus funcionários e de outras pessoas, conforme necessário e permitido por lei. Pode consultar os avisos Pay Transparency Policy (Política de Transparência de Pagamentos)e Equal Employment Opportunity is the Law (São necessárias oportunidades de emprego iguais)ao clicar nas ligações correspondentes. Adicionalmente, o WhatsApp participa no programa E-Verify em determinadas localizações, conforme necessário por lei.
O WhatsApp tem o compromisso de acomodar, de forma razoável, os candidatos portadores de deficiência no nosso processo de recrutamento. Se precisar de assistência ou de alojamento devido a uma deficiência, pode contactar-nos através do endereço accommodations-ext@fb.com.