Autonomous Vehicle Field Support Agent

Hertz•Mountain View, CA

17h•Onsite

About The Position

The Field Support Agent deploys in patrol vehicles throughout Uber's Operational Design Domain (ODD) to respond to autonomous vehicle incidents, perform roadside recovery, and ensure safe AV operations. This role serves as the first responder when an autonomous vehicle encounters an issue in the field, coordinating with Uber remote assistance teams and OEM technical teams to resolve incidents quickly and safely. Reporting to the Field Support Supervisor, the Field Support Agent performs vehicle recovery, transports vehicles back to the depot, and documents all incidents. This role offers a dynamic, fast paced work environment at the cutting edge of autonomous mobility technology. Your work directly impacts fleet uptime, rider safety, and the success of autonomous vehicle operations.

Requirements

High school diploma or equivalent.
Strong problem solving, troubleshooting, and decision making skills.
Excellent communication, interpersonal, and customer service skills.
Ability to work independently in the field and respond to dynamic, time sensitive situations with minimal supervision.
Comfortable using mobile apps, dispatch systems, GPS navigation, and communication tools.
Strong attention to safety, professionalism, and quality.
Ability to lift up to 50 lbs and perform physical tasks including vehicle recovery, equipment handling, and extended periods of driving.
Ability to work flexible shifts including nights, weekends, and holidays as required for 24/7 operations.
Valid California driver's license required.

Nice To Haves

1+ year of experience in roadside assistance, towing, field services, fleet operations, or mobility operations preferred.

Responsibilities

Patrol assigned areas of the ODD in a company provided patrol vehicle, monitoring for autonomous vehicle incidents and service needs.
Respond to AV incidents including vehicle stops, degraded conditions, minor collisions, technical issues, and rider assistance requests.
Coordinate with Uber remote assistance teams and OEM technical teams (Nuro, Lucid) to diagnose and resolve issues in real time.
Perform vehicle recovery including towing, transporting, or driving vehicles back to the depot as required.
Document all incidents, actions taken, resolution outcomes, and performance metrics in incident management systems.
Follow all standard operating procedures (SOPs), safety protocols, and Uber Fleet Operations Standards.
Provide professional, customer focused assistance to riders, the public, and law enforcement as needed.
Maintain patrol vehicle, equipment, tools, and communication systems in good working condition.
Communicate with Field Support Supervisors and dispatch on status updates, incidents, support needs, and escalations.
Participate in ongoing training on autonomous vehicle systems, incident response techniques, safety protocols, and customer service standards.