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Technical Specialist, WhatsApp Product Operations [Accessibility]

Facebook

Menlo Park, CA,US

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 is seeking a Technical Specialist in our Customer Operations team. If you are intellectually curious, love discovering user insights, being the voice of the user and want to impact the lives of hundreds of millions of users globally, this is the role for you! Using your start-up mindset and your experience with smartphones, you will help support and test awesome features used by millions of WhatsApp users.
You must have the flexibility to adapt to changing priorities and be excited to operate independently in a fast-paced and growing environment. This is a full-time position based with the WhatsApp team in Menlo Park, California.

RESPONSIBILITIES

Become a technical expert of accessibility features (VoiceOver, TalkBack, Narrator) in WhatsApp for all platforms and a source of information to rest of the WhatsApp Team.
Monitor and analyze users’ reviews on the respective app stores related to the accessibility topic.
Deep dive to understand specific user pain points, gather supporting data, and influence engineering and product teams on relevant feature changes to improve the overall user experience on accessibility.
Investigate, triage, and report accessibility related issues and requests within WhatsApp on all platforms.
Build accessibility test plans for new feature in development, partnering closely with the engineering team as well as product team.
Create and maintain dashboards to generate comprehensive accessibility usage reports of our app, driving empathy and passion for our global user experience.
Continually evaluate the organization of your support workflows to surface bugs faster to the engineering team.
Improve the efficiency of the testing and triaging processes.

MINIMUM QUALIFICATIONS

BA/BS or equivalent 4 year university degree
1+ years of experience as tier 2 or 3 support on smartphone platforms
1+ years of experience testing accessibility features on smartphone platforms
Experience troubleshooting Android, Windows and/or iOS mobile operating systems
Experience with analyzing data and defining metrics to drive business decision
Experience multitasking and managing priorities
Experience balancing independence tasks/goals while contributing to team goals and collaborating with other team members
Experience working with remote teams across different timezones
Must obtain work authorization in country of employment at the time of hire, and maintain ongoing work authorization during employment
No international relocation

PREFERRED QUALIFICATIONS

Technical Support background
2+ years of experience in accessibility testing
1+ years of experience in email support
1+ years of experience developing or troubleshooting on Android, Windows and/or iOS mobile operating systems
Tier 2/3 support experience for Android, Windows and/or iOS mobile operating systems

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