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.

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 Qualification

• 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 Qualification

• 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