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Facebook Technical Specialist, WhatsApp Product Operations - Web in Des Moines, Iowa

Intro:

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.

Summary:

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. This is a full-time position.

Required Skills:

  1. Become a technical experts in our mobile app, Web app, native apps and a source of information to the rest of WhatsApp Community Operations team

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

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

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

  5. Monitor users' signals to ensure new version releases are delivered smoothly within the planned schedule and meet the high bar of our product quality

  6. Collaborate with various partners to track product initiatives and release cycles

  7. Conduct ad hoc testings and participate in weekly QA scrum testings

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

  9. Produce weekly release and bug reports

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

  11. Update and evolve team workflow's documentation

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

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

Minimum Qualifications:

  1. BA/BS or equivalent

  2. 1+ years experience in tier 3/escalation support

  3. Demonstrated understanding of mobile operating systems

  4. 1+ years of experience developing or troubleshooting on smartphone and computer (Web/Native) platforms

  5. Demonstrated experience multitasking and manage competing priorities

  6. Proven track record of operating independently, demonstrating creativity, and managing multiple projects simultaneously while collaborating with other team members and cross functional teams

  7. Communication, organizational, and interpersonal skills

  8. Must obtain work authorization in the United States at the time of hire, and maintain ongoing work authorization during employment

  9. No international relocation

Preferred Qualifications:

  1. 1+ years experience in product or QA testing

  2. Understanding of Facebook and WhatsApp

  3. Experience with SQL

  4. Experience working with remote teams

Industry: Internet

Equal Opportunity: 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 accommodations-ext@fb.com.

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