Service Team Analyst III - Global Fix Experience, Earner/U4B

Uber•Phoenix, AZ

43d•$27

About The Position

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.

Requirements

At least 1 year of experience in related field
Prior experience in technical troubleshooting and SQL
Intermediate data analysis and processing skills using spreadsheets with formulas
Automation Specialists will require Python
English language proficiency

Nice To Haves

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 can-do attitude
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

Responsibilities

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

Benefits

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](https://www.uber.com/careers/benefits).

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