Sr. Staff Software Engineer - Customer Obsession

Uber•Sunnyvale, CA

46d

About The Position

The Customer Obsession (CO) team is looking for a strong Sr Staff Engineer with a passion for delivering delightful customer experiences through a large scale, easy-to-use and full stack customer engagement platform, powered by ML/AI. The Customer Obsession (CO) team is responsible for building magical customer care experiences for our riders, eaters, delivery partners, merchants and agents. We deliver these experiences over web, mobile, using text, voice or video based interactions for all products globally. We provide simple self-service to our customers to make it easy for them to resolve their problems. When agents need to interact with our customers, we provide the technology to enable them to efficiently solve customer problems. We are a customer first culture and team, and that reflects in how we prioritize what is right for the customers in a data driven fashion by building products and features that provide the best in class experiences. That can be hard, but we refuse to settle. Instead, we innovate at every aspect of a customer's journey to deliver magical experiences for drivers, riders, eaters and businesses using Uber's CO platform.

Requirements

PhD or equivalent in Computer Science, Engineering, Mathematics or related field
Programming language (e.g. C, C++, Java, Python, or Go)
Experience with full-stack large scale, distributed systems
Strong problem-solving skills, with expertise in algorithms, data structures, and complexity analysis
Excellent written and verbal communication skills, including the ability to write detailed technical documents.
Passion for driving continual improvement initiatives on engineering best practices like coding, testing or monitoring, deployment and post production practices.

Nice To Haves

Experience in applying AI-powered tools and frameworks in line with modern industry practices and innovation trends.
Customer service and engagement tech experience
Experience working with distributed teams
Product engineering
Scalability engineering
Deep, industry leading expertise in one or more technology domains and are the "-to" person for one or more areas of their business.

Responsibilities

Design and develop scalable, fault-tolerant systems to support customer interactions globally.
Set technical direction for large-scale projects, ensuring alignment with Uber's overall engineering and business objectives.
Partner with cross-functional teams, including Product, Data Science, and Operations, to define requirements and deliver impactful solutions.
Mentor and coach junior engineers, fostering a culture of technical excellence and continuous learning.
Collaborate with global engineering teams to ensure seamless integration and consistent user experiences.
Identify bottlenecks in the customer support lifecycle and propose innovative solutions.
Leverage emerging technologies to enhance the efficiency of tools used by customer support agents.
Drive initiatives to improve system performance, reliability, and cost-effectiveness.
Own the development and delivery of critical systems from inception to production.
Establish best practices for coding, deployment, and incident management within the team.
Work closely with leadership to prioritize and manage engineering roadmaps.

Benefits

You will be eligible to participate in Uber's bonus program, and may be offered an equity award & 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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