Support Experience Engineer - Tools & Automation, WhatsApp Operations

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.

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 partnering with, clients and customers to drive positive impact across a global team

• Experience with customer support/operations software-oriented projects

• Experience working in a technology company, consulting firm or equivalent environment

• Experience with internal tool development incorporating work force management tools and bug management

• Experience with process change management or process improvement

• Experience consistently working under your own initiative, seeking feedback and input where appropriate

• Demonstrated experience with time management and multitasking