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WhatsApp
WhatsApp is a fast, simple and reliable way to talk to anyone in the world. More than 2 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 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 passionate about solving people’s issues, and are strong 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.
WhatsApp Support Experience Engineer 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 Qualifications
- BA / BSc degree in Engineering, Computer Science or related field or international equivalent
- Experience in programming
- Experience in project management experience communicating with people at all levels (internal and external)
- Experience leading major initiatives successfully and building and shipping high quality work
- Experience working across a global multicultural and multilingual team, solving problems and designing business operations from scratch
- Experience communicating with cross-functional partners (both technical and non-technical audiences)
- Experience improving stability through thoughtful code reviews, appropriate testing, proper rollout, monitoring, and proactive changes
Preferred Qualifications
- 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 working in a technology company, consulting firm or equivalent fast-paced environment
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About Meta
Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.
Meta is committed to providing reasonable support (called accommodations) in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to accommodations-ext@fb.com.
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Meta is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. You may view our Equal Employment Opportunity notice here. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. We may use your information to maintain the safety and security of Meta, its employees, and others as required or permitted by law. You may view Meta Pay Transparency Policy, Equal Employment Opportunity is the Law notice, and Notice to Applicants for Employment and Employees by clicking on their corresponding links. Additionally, Meta participates in the E-Verify program in certain locations, as required by law.
Meta is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at accommodations-ext@fb.com.
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