Support Experience Engineer - Tools & Automation, WhatsApp Operations
Menlo Park, CA • Full Time
Whatsapp
Global Operations
Online Operations
Software Engineering
Engineering
Operations
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 keen to solve people’s issues, and are 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.
Support Experience Engineer - Tools & Automation, WhatsApp Operations 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
- 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 Qualifications
- Experience consistently working under your own initiative, seeking feedback and input where appropriate
- Experience partnering with, clients and customers to drive positive impact across a global team
- Experience with internal tool development incorporating work force management tools and bug management
- Experience with customer support/operations software-oriented projects
- Demonstrated experience with time management and multitasking
- Experience with process change management or process improvement
- Experience working in a technology company, consulting firm or equivalent environment
For those who live in or expect to work from California if hired for this position, please click here for additional information.
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.
$147,000/year to $203,000/year + bonus + equity + benefits
Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate, monthly rate, or annual salary only, and do not include bonus, equity or sales incentives, if applicable. In addition to base compensation, Meta offers benefits. Learn more about benefits at Meta.
Equal Employment Opportunity
Meta is proud to be an Equal Employment Opportunity 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.
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, fill out the Accommodations request form.
APPLY NOW
Find your role
Explore jobs that match your skills and experience. Search by technology, team or location to find an opening that’s right for you.
View jobs
Careers
Follow us
Equal Employment Opportunity
Meta is proud to be an Equal Employment Opportunity 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.
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 assistance or an accommodation due to a disability, fill out the Accommodations request form .