Global Fix Experience

• Service Team Analyst III, EarnerSupport Operations, Community Operations in San Francisco, California
• Full Time

About the Role

Fix Experience is a global team that takes full ownership of production Bugs and Outages and drives them all the way to resolution in real time. The team serves two key functions while bridging the gap between our support and engineering organizations. 1) We triage agent reports of possible bugs and outages to identify system issues by deeper investigations, reproducing the issue, and escalating them to the appropriate team to drive resolution in a timely manner. 2) We also handle incident response protocols during outages to ensure that key partners are updated as well as we provide the support needed to connect the dots.

What You Will Do

Triage the potential bugs and report valid bugs to the appropriate engineering team

Reproduce the issue, use investigative tools, and dig through data to determine the validity of the issue

Demonstrate strong ownership of the potential bug, influence engineers, and go above and beyond to get a clear resolution in a timely manner

Identify team ownership and involve the accurate engineering resource; raise outages right away by paging on-call engineer

Proactively and responsibly drive all communication with tech, product and ops teams to ensure all bugs are rectified in the least possible time and take ownership of coordinating the same

Improve troubleshooting guide for the team so other agents can utilize resources to reproduce the issues they triage

Continue to improve the reproduction capabilities in the team by building domain expertise

Generate and maintain reports, queries, and insights for bug reproduction, trends, and overall domain and process improvement of the team

Take charge of crisis response by being involved in on-call rotation

Support engineering in impact assessment of outages

Manage outages effectively both for communication and issue resolution

Develop, build, and maintain models/alerts to effectively predict bugs and outages in partnership with engineering and other teams

Build subject matter mastery and expertise in Uber tools, apps, and key product domains

Train/Mentor other team members on bug identification, investigation, partner influence, and insights

Cross-collaborate and implement new processes or frameworks to support overall business needs or improvement

Basic Qualifications

1

years of experience in a related field

Prior experience in technical troubleshooting and SQL

Intermediate data analysis and processing skills using spreadsheets with formulas

Preferred Qualifications

1

years of experience in bug identification, triaging, bug reproduction, debugging, and outage identification; or IT incident management

1

years of hands-on experience in Software / Application tech issues investigation, problem identification, reporting observations to the tech team, and getting them fixed

1

years of data analytics/science experience with insights, and intermediate SQL and coding experience

1

years of Uber Operations experience specializing in retail, heavy investigations, end-to-end support to customer concern resolution; and heavy mastery of the Uber domain, app, and tools

1

years experience in Customer Support in an IT/tech company

Excellent communication and critical thinking/advanced problem-solving skills (Critical skill)

Schedule flexibility to work early, late, or weekend shifts, as well as holidays

Prior experience in technical troubleshooting

Intermediate data analysis and processing skills using spreadsheets with formulas and SQL

Strong stakeholder management skills

Technical

skills: basic SQL query and/or coding experience, intermediate sheets experience, proficient in Google Suites

Good organizational skills and an ownership mindset and a can-do attitude

Javascript Programming and JSON data manipulation.

Knowledge of web software and mobile user QA testing methods

Knowledge of or experience with Uber's Renaissance tool.

An understanding or previous experience with Uber for Business.

For San Francisco, CA-based roles: The base hourly rate amount for this role is USD$33.00 per hour.

You will be eligible to participate in Uber's bonus program, and may be offered other types of comp. All full-time employees are eligible to participate in a 401(k) plan.

You will also be eligible for various benefits. More details can be found at the following link.

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuels progress. What moves us, moves the world - let's move it forward, together.

Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

If you have a disability or special need that requires accommodation, please let us know by completing this form.

Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.