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Innovation Endeavors

Senior Technical Support Specialist



IT, Customer Service
Posted on Thursday, July 20, 2023
About The Role

Fix Experience is a Global team that takes ownership of production Bug and Outages and, in collaboration with engineering and Product teams, 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:

  • We triage agent reports of possible bugs and outages to identify system issues and potential Problems through deeper investigations, reproducing the issue, and escalating them to the appropriate team to drive resolution in a timely manner.
  • We also handle Critical 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 will you do?

  • Triage the potential bugs and report valid bugs to engineering;
  • Manage outages optimally from the initial report notification and issue resolution, while supporting engineering in impact assessment of outages;
  • Reproduce the issue, use investigative tools and dig through data to determine validity of the report;
  • Proactively and responsibly drive all communication with the relevant tech, product and ops teams to ensure all bugs are rectified in the least possible time and take ownership for coordinating the same;
  • Identify team ownership and involve the accurate engineering resource;
  • Build and maintain internal documentation for the team on the relevant scope of work (bug reporting, troubleshooting guides, internal standard operating procedures, inflows trends);
  • Participate in designing and maintaining models/alerts to efficiently predict bugs and outages in partnership with engineering and other teams;
  • Train/Mentor other team members on bug identification, investigation, partner influence, and insights;
  • Cross-collaborate with relevant teams and implement new processes or framework to support overall business need or improvement.

Basic Qualifications

  • 1+ years of experience in IT incident management OR similar roles, focused on bug identification, triaging, bug reproduction, debugging and outage identification;
  • Or 1+ years of hands-on experience in Software / Application tech issues investigation, problem identification, reporting observations to the tech team and getting them fixed
  • Intermediate Google Sheets experience, overall proficient in Google Suites
  • Strong stakeholder management skills
  • Excellent communication and critical thinking/sophisticated problem solving skills
  • Good organizational skills and an ownership mindset and can-do attitude
  • Schedule flexibility to work early, late or weekend shifts

Preferred Qualifications

  • 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
  • Technical skills: basic SQL query and/or coding experience

About Uber

Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.

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.