Uber

About the Team

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.

What you'll do

Support internal, external business partner sites and global community operations at large by providing a resource to identify and raise system issues through the use of our JIRA Portal;

Supervise and triage systems issues, raise bugs and outages to Product teams (Engineering) or third party vendors as needed;

Apply system issues notifications received from Product teams to communicate ongoing critical incidents to internal and external partners;

Analyze, deep-dive and respond in a timely manner to service issues and requests according to internal documentation;

Log, categorize and document recurring requests and events to improve internal troubleshooting procedures;

Provide robust reporting by line of business and business segment to Operational and Product teams (Engineering), with the aim of driving product and support improvements;

Basic qualifications

• Proven organizational skills to collect, analyze and report on bugs and outages;
• Strong written and verbal communication skills;
• Google Suite proficiency;
• Weekend shifts will be required.

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let’s move the world forward, together.

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.

• Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.