About the Role
Within Uber, the Global Fix Experience (GFX) team operates at the convergence of two organizations - support and engineering - to serve three key functions:
As part of the GFX Team, you will:
What you'll do
Basic Qualifications
Preferred Qualifications
Within Uber, the Global Fix Experience (GFX) team operates at the convergence of two organizations - support and engineering - to serve three key functions:
- Identifying system issues by monitoring signals
- Analyzing bugs reported by customer-facing teams
- Coordinating incident response protocols during outages
As part of the GFX Team, you will:
- Identify the root cause or confirm an existing diagnosis
- Conduct deep-dive analyses (cross-testing, reproducing issues)
- Document your findings while detailing your rationale and referencing relevant resources
- Escalate the matter to the appropriate team to ensure timely resolution while maintaining a respectful and engaging interaction with stakeholders
What you'll do
- Respond to bugs or outages quickly by analysing system issues and documenting Jira tickets
- Triage systems issues, raise bugs and outages to Engineering or third party vendors as needed
- Deep-dive to identify root causes, reproduce and validate issues using investigative tools
- Log recurring bugs, analyze data to identify patterns, generate reports, provide insights and update documentation
- Build domain expertise in Uber tools, apps, product, business verticals Suggest initiatives to streamline processes and operations via continuous improvements
Basic Qualifications
- Critical thinking, attention to details and problem-solving
- Organizational skills, proactive mindset with sense of ownership
- Can-do attitude with a willingness to learn all along the way
- Fluent in english with excellent written and verbal communication
- Jira and Google Suite proficiency, good knowledge of IT systems
- Good Stakeholder Management, Teamwork and Cooperation Schedule flexibility to work early, late, or weekend shifts
Preferred Qualifications
- 1 year experience in the current role
- Bug identification, triaging, bug reproduction, debugging, and outage identification, IT incident management
- Software/Application tech issues investigation, problem identification, reporting observations to the tech team and getting them fixed,
- Data analytics/science experience with insights, and intermediate Structured Query Language (SQL) and coding experience,
- Uber Operations experience specializing in heavy investigations, end-to-end support to customer concern resolution and heavy mastery of Uber domain, app, and tools,
- Customer Support in an IT/tech company