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Facebook Integration Support Engineer, WhatsApp Customer Operations in Menlo Park, California

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 2 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. People interact with businesses on WhatsApp every day. The WhatsApp Business API, our enterprise solution, helps medium and large businesses communicate with customers all over the world, so they can connect with them on WhatsApp in a simple, secure, and reliable way. WhatsApp Customer Operations' mission is to make each user feel like WhatsApp was made for them. Those who join our teams are very passionate about solving people’s issues and are strong advocates for WhatsApp users. We aspire to build a world class support organization that is customer centric and puts user experience at the core of everything we do. WhatsApp is looking for a full-time team member to join our Enterprise Support Operations team. We count on Integration Support Engineers to provide technical support to our managed partners who use our Enterprise API. You should possess a technical and business acumen, and a product mindset to ensure our partners are supported and that key insights are communicated to our product teams. We are looking for people who have experience managing technical integrations, managing developer/business relationships, and who have a desire to improve the support needs of our customers.

Required Skills:

  1. Assist our customers in managing complex enterprise systems, and high-quality tools that enable their business.

  2. Code using primarily PHP/Hack and JavaScript/React, while also having experience with the full web stack, SOAP, and REST-API technologies and architectures.

  3. Guide design and code reviews.

  4. Become an expert on WhatsApp APIs and how to best deploy them and troubleshoot them.

  5. Work closely with product managers, product designers, and engineering to lead or contribute to large-scale strategic projects.

  6. Business case development to support new and improved processes for customers that leverage our APIs.

  7. Influence and advocate for our Business Partners on how best to use our APIs.

  8. Act as a trusted advisor to partners in developing and prioritizing comprehensive, data-driven tool improvement requests and raise core problems to our Engineering and cross functional partners.

  9. Act as a portal for technical communication between outside developers and our product teams.

  10. Ability for minimum 30% international travel (current conditions allowing).

Minimum Qualifications:

  1. BA/BSc degree in Engineering, Computer Science or related field or international equivalent.

  2. 4+ years of programming experience.

  3. 4+ years of project management experience communicating with people at all levels (internal and external).

  4. Analytical-thinking and problem-solving experience.

  5. Experience working across a global multicultural and multilingual team, solving problems and designing business operations from scratch.

  6. Experience communicating with cross-functional partners (both technical and non-technical audiences).

Preferred Qualifications:

  1. Experience working autonomously and prioritizing work with minimal input.

  2. Proven experience collaborating and communicating across a global team and with external partners.

  3. Experience with large scale enterprise system development.

  4. Experience with the full web stack, REST API development and technologies, and bug management support.

  5. Experience with managing key customer relationships.

  6. Knowledgeable in driving solutions for global business use cases.

  7. Time management and multitasking experience.

  8. Experience with process change management or process improvement.

  9. Experience working in a technology company, consulting firm or equivalent fast-paced environment.

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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