Technical Specialist, Product Operations

WhatsApp iconWhatsApp
Technical Specialist, Product Operations
WhatsApp iconWhatsApp
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London, United Kingdom
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 based in London, United Kingdom.
Technical Specialist, Product Operations Responsibilities
  • Become a technical expert in our mobile app 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 Partner with our engineering and Product Management teams to ensure our commitments are being met.
  • 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
  • Partner with our engineering and Product Management teams to ensure our commitments are being met.
  • Investigate, triage, escalate and follow up on issues reported with our internal bug tracker system within SLA
  • Monitor users' signals to ensure new version releases are delivered smoothly within the planned schedule and meet the high bar of our product quality
  • Conduct ad-hoc testings and participate in weekly QA scrum testings
  • Deep dive on specific user pain points, gather supporting data, and partner with engineering and PM team to drive up product quality
  • Write release, incidents and bug reports.
  • Represent Product Operations team when working with cross-functional teams within WhatsApp and Meta.
  • Evaluate the organization of team workflow to flag issue faster to the engineering team
  • Update and evolve team workflow's documentation.
  • Lead incident management effort within Product Operations while working with other teams within Customer Operations and engineering teams.
Minimum Qualifications
  • Bachelor's Degree, Masters Degree or equivalent experience
  • 2+ years experience in tier 3/escalation support
  • 2+ years of experience developing or troubleshooting on smartphone platforms
  • Demonstrated understanding of mobile operating system
  • Demonstrated ability to multitask and manage competing priorities
  • Demonstrated ability to balance independence tasks/goals while contributing to team goals and collaborating with other team members.
  • Understanding of Facebook, Messenger, Instagram and WhatsApp
Preferred Qualifications
  • 1+ years experience in product or QA testing
  • 1+ years experience with Incident Management
  • Understanding of product integration
  • Familiarity with using Account and Profile Management
  • Familiarity with WhatsApp on Android, iOS and Desktop
  • Experience with monitoring Infra health
  • Experience with SQL
  • Experience working with remote teams
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.
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