Global Fix Experience- Service Team Analyst III (Bugs and Other Escalations)

About the Role

Fix Experience is a global team that takes full ownership of production Bug 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.

*Note: This is a fixed hourly waged role and does not provide relocation assistance and visa employment sponsorship or transfers.

What the candidate will do

• Triage the potential bugs and report valid bugs to engineering
• Reproduce the issue, use investigative tools and dig through data to determine validity of the issue
• Demonstrate strong ownership on 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 least possible time and take ownership for 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 process or framework to support overall business need or improvement

Basic Qualifications

• At least 1 year of experience in a related field
• Prior experience in technical troubleshooting
• Intermediate data analysis and processing skills using spreadsheets with formulas and SQL
• Strong stakeholder management skills
• Strong communication and problem-solving skills
• Schedule flexibility to work early, late, or weekend shifts, as well as holidays

Preferred Qualifications

• 2+ years of experience in bug identification, triaging, bug reproduction, debugging and outage identification; or IT incident management
• Or 2+ years of hands-on experience in Software / Application tech issues investigation, problem identification, reporting observations to the tech team and getting them fixed
• Or 2+ years of data analytics/science experience with insights, and intermediate SQL and coding experience
• Or 2+ years of Uber Operations experience specializing in retail, heavy investigations, end to end support to customer concern resolution; and heavy mastery of Uber domain, app, and tools
• Or combination of skills above
• Prior experience in technical troubleshooting
• Intermediate data analysis and processing skills using spreadsheets with formulas and SQL
• Strong stakeholder management skills
• Strong communication and problem-solving skills
• Technical skills: basic SQL query and/or coding experience, intermediate sheets experience, proficient in Google Suites
• Excellent communication and critical thinking/advance problem solving skills
• Good organizational skills and an ownership mindset and can-do attitude
• Schedule flexibility to work early, late or weekend shifts, as well as holidays
• Javascript Programming and JSON data manipulation.
• Knowledge of web software and mobile user QA testing methods
• Knowledge of GraphQL &/or Lucid Charts is a plus

For Phoenix, AZ-based roles: The base hourly rate amount for this role is USD$26.00 per hour.

You will be eligible to participate in Uber's bonus program, and may be offered other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.

Uber is proud to be an Equal Opportunity/Affirmative Action 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.