Support Experience Engineer - Tools & Web Dev, WhatsApp Customer 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.

WhatsApp is a fast, simple and reliable way to talk to anyone in the world. More than 2.5 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. People interact with businesses on WhatsApp every day. We’re working to make that even easier – so everyone on WhatsApp can find the local businesses they need. WhatsApp Customer Operations' mission is to make each user feel like WhatsApp was made for them. WhatsApp Customer 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 passionate about solving people’s issues, and are strong advocates for WhatsApp users. WhatsApp is looking for a full-stack team member to join the Customer 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

• Build the public face of WhatsApp to the world and the web-based experiences to help WhatsApp thrive as a business and application.
• Create the product systems behind the WhatsApp.com product marketing website.
• Extend our support platform and internal tools by building workflows and high-quality tools that enable operations to scale.
• Implement web or mobile interfaces and code using primarily PHP/Hack, React/JS and even occasionally Python.
• 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.
• Gather, analyze and utilize relevant data to develop ways to improve the overall support experience
• Diagnose, troubleshoot, and fix production problems as they arise

Minimum Qualification

• BA / BSc degree in Engineering, Computer Science or related field or international equivalent
• 4+ years of programming experience
• Experience implementing features and user interfaces using responsive web technology
• Proven experience with the web stack (MVC framework, CSS, HTML & SEO)
• Experience communicating with cross-functional partners (both technical and non-technical audiences)
• Abilities to identify and resolve performance and scalability issues.
• Experience owning products in production including building and maintaining metric dashboards, debugging, logging, monitoring and alerting
• Experience reviewing code and setting engineering standards

Preferred Qualification

• Ability to work autonomously and prioritize work with minimal input
• Proven ability to collaborate and communicate across a global team
• Experience with internal tool development incorporating WFM capabilities and bug management
• Experience with customer support/operations software-oriented projects
• Knowledgeable in driving solutions for global operational teams
• Experience with process change management or process improvement
• Experience working in a technology company, consulting firm or equivalent fast-paced environment