WhatsApp Looking For Technical Specialist at Remote Full Time

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 Product Operations team’s mission is to proactively advocate for a flawless WhatsApp experience. Those who join our teams are very passionate about maintaining a high product quality and ensuring a good user experience.

We are searching for a Technical Specialist to join our growing team. If you are constantly looking for solutions to problems, love tinkering with smartphones, and are passionate about finding ways to be more efficient and effective, this is the role for you! We are a team that thrives on identifying ways to get the job done, and leveraging individuals unique backgrounds and strengths to contribute to team goals. Using your start-up mindset and your experience with smartphones, you will help support and test awesome features used by millions of WhatsApp users.

Flexibility to adapt to changing priorities and being excited to operate independently in a fast-paced and growing environment is a must.

Become a technical expert of the payment feature in WhatsApp and a source of information to the rest of WhatsApp Community Operations team

Act as a tier 3/escalation between customer operations support team and internal engineering team to ensure effective technical resolution for reported user issues

Separate mobile platform and partner issues from application bugs, and advise the tier 1 & 2 support on how to communicate workaround or intended fix and its timeline

Investigate, triage, escalate and follow up on issues reported with our internal bug tracker system within SLA

Monitor and analyze user signals for our payment product during the developmental stages to drive up feature quality and understanding of its usage

Maintain an inventory of debit cards and SIM cards specifically used for payment testings

Collaborate with various partners to track product initiatives and release cycles

Conduct ad-hoc testings and participate in weekly QA scrum testings

Deep dive on specific user pain points, gather supporting data, and partner with ENG and PM team to drive up product quality

Weekly release and bug reports

Evaluate the organization of team workflow to flag issue faster to the engineering team

Update and evolve team workflow’s documentation

Set clear expectations with internal stakeholders, and drive project commitments with clarity and precision

Collaborate with cross-functional teams including Operations, Product, Policy, Localization, and Training to help improve operational workflows

BA/BS

1+ years experience in tier 3/escalation support

Demonstrated understanding of mobile operating system and payment processing

1+ years of experience developing or troubleshooting on smartphone platforms

Demonstrated experience to multitask and manage competing priorities

Demonstrated experience balancing independence tasks/goals while contributing to team goals and collaborating with other team members

1+ years experience in mobile payment support

Understanding of Facebook and WhatsApp

Experience working with teams

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.

Facebook 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, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.Facebook 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 [email protected].